Air Travel Consumer Report - US Department of Transportation

U.S. Department of Transportation

Air Travel Consumer Report A Product Of The

OFFICE OF AVIATION ENFORCEMENT AND PROCEEDINGS Aviation Consumer Protection Division Issued: March 2018

1

Flight Delays1

January 2018

Mishandled Baggage1

January 2018

Oversales1

4th. Quarter

Consumer Complaints2 (Includes Disability and Discrimination Complaints)

January 2018

Airline Animal Incident Reports4

January 2018

Customer Service Reports to the Dept. of Homeland Security3

January 2018

Data collected by the Bureau of Transportation Statistics. Website: http://www.bts.gov Data compiled by the Aviation Consumer Protection Division. Website: http://www.transportation.gov/airconsumer 3 Data provided by the Department of Homeland Security, Transportation Security Administration 4 Data collected by the Aviation Consumer Protection Division 2

2017 January – December 2017

2

TABLE OF CONTENTS Section Page Introduction 2 Flight Delays Explanation Table 1 Overall Percentage of Reported Flight Operations Arriving On Time, by Carrier Table 1A Overall Percentage of Reported Flight Operations Arriving On Time and Carrier Rank, by Month, Quarter, and Data Base to Date Table 2 Number of Reported Flight Arrivals and Percentage Arriving On Time, by Carrier and Airport Table 3 Percentage of All Carriers' Reported Flight Operations Arriving On Time, by Airport and Time of Day Table 4 Percentage of All Carriers' Reported Flight Operations Departing On Time, by Airport and Time of Day Table 5 List of Regularly Scheduled Flights with More than 50% Delayed Arrivals of More Than 30 Minutes Table 6 Number and Percentage of Regularly Scheduled Flights Arriving Late 70% of the Time or More Table 7 On-Time Arrival and Departure Percentage, by Airport Table 8 Overall Number and Percentage of Flight Cancellations, by Carrier Table 8A Number and Percentage of Regularly Scheduled Flights Canceled 5% or More of the Time, By Carrier Table 9 Flight Causation Data, By Airline and Category Table 10 Flight Causation Data, Graphic Representation

3 4

5

Section Flight Delays (continued) Table 11 List of Regularly Scheduled Flights with Tarmac Delays Over 3 Hours, By Carrier Table 11A List of Regularly Scheduled International Flights with Tarmac Delays Over 4 Hours, By Carrier Table 12 Number and Percentage of Regularly Scheduled Flights With Tarmac Delays of 2 Hours or More, By Carrier Footnotes Appendix

Page 26

27

28

29 30

6

9

11

13

15

16

22

Mishandled Baggage Consumer Complaints Explanation Ranking— January 2018

31 32

Oversales Explanation Ranking — 4th. Quarter 2017 Ranking— January - December 2017

33 34 35

Explanation Complaint Tables 1-5 (January 2018) Summary, Complaint Categories, U.S. Airlines, Incident Date and Companies Other Than U.S. Airlines Ranking, Table 6 (January 2018)

36 37

43

Civil Rights Complaints by Air Travelers, Other than Disability (January 2018)

44

23

Complaint Categories

45

Airline Reports to DOT of Incidents Involving the Loss, Injury, or. Death of Animals during Air Transportation (January 2018)

46

24 25

Customer Service Reports to the Department of Homeland Security (January 2018)

47

2

INTRODUCTION

The Air Travel Consumer Report is a monthly product of the Department of Transportation's Office of Aviation Enforcement and Proceedings (OAEP). The report is designed to assist consumers with information on the quality of services provided by the airlines. The report is divided into sections (Flight Delays, Mishandled Baggage, Oversales, Consumer Complaints, Customer Service Reports to the Transportation Security Administration, and Airline Reports of the Loss, Injury, or Death of Animals During Air Transportation). The sections that deal with flight delays, mishandled baggage and oversales are based on data collected by the Department’s Bureau of Transportation Statistics. The section that deals with consumer complaints is based on data compiled by the OAEP’s Aviation Consumer Protection Division (ACPD). The section that deals with customer service reports to the Department of Homeland Security’s Transportation Security Administration (TSA) is based on data provided by TSA. The section that deals with animal incidents during air transport is based on reports required to be submitted by airlines to the ACPD. Each section of the report is preceded by a brief explanation of how to read and understand the information provided. The report normally is released by the end of the second week of each month. The report is available via the Internet at: http://www.transportation.gov/airconsumer

3

FLIGHT DELAYS This section provides information about airline on-time performance, flight delays, and cancellations. It is based on data filed by airlines each month with the Department of Transportation’s Bureau of Transportation Statistics (Office of Airline Information), as described in 14 CFR Part 234 of DOT’s regulations. It covers nonstop scheduled-service flights between points within the United States (including territories) by the eighteen (18) U.S. air carriers that have at least 0.5 percent of total domestic scheduled-service passenger revenues. The reportable airports with respect to which data must be submitted to the Department are those large, medium, small, or non-hub airports as defined in 49 U.S.C. 47102. Airports can be accessed through the FAA at: https://www.faa.gov/airports/planning_capacity/passenger_allcargo_stats/categories/. This report includes 30 largest U.S. airports. A flight is counted as "on time" if it operated less than 15 minutes after the scheduled time shown in the carriers' Computerized Reservations Systems (CRS). All tables in this report except Table 4 are based on gate arrival times; Table 4 is based on gate departure times. In fulfilling DOT’s data reporting requirements, the reporting air carriers use automated and/or manual systems for collecting flight data. Those using an automated system rely on the Aircraft Communication Addressing and Reporting System (ACARS) or the Docking Guidance System (DGS). Based on the latest information available to DOT, of the 18 reporting air carriers, 16 carriers (Alaska, Delta, Endeavor, Envoy, ExpressJet, Frontier, JetBlue, Mesa, PSA, Republic, Hawaiian, SkyWest, Spirit, Southwest, United and Virgin America) use ACARS, one carrier (American) uses a combination of ACARS and DGS, and one carrier (Allegiant) uses manual system. As indicated above, a carrier may voluntarily file data for its entire domestic system. Tables 2, 3, and 4 are limited to the 30 largest airports; Tables 5, 6 and 7 contain data on flights to/from all airports that were reported. Tables 1 and 8 each have one column for the 30 largest airports and another for all of the airports reported; see footnote C for additional explanation. Tables 1 through 4 display percentages of flight operations that were on time, while Tables 5 and 6 show service that was late. Tables 1, 1A, and 2 present data by carrier; airlines are ranked by performance in Table 1 and are listed in alphabetical order by carrier code in Table 2 (see Appendix for codes). Beginning with the February 1988 report, Table 1A shows carrier rankings by month and time-series data on the percentage of flight operations that arrived on time. Tables 3 and 4 provide information by airport and time of day. Table 5 is a list of the regularly scheduled flights with more than 50% delayed arrivals of more than 30 minutes for two or more consecutive months. Table 6, like Tables 1, 1A, and 2, presents data by carrier, but lists the carriers in rank order from worst to best based on the number of flights which were late 70% of the time or more. Table 7 lists more than 200 airports in alphabetical order with the corresponding on-time arrival and departure percentages. Tables 3, 4, and 5 contain information on the time of day that a flight operated. All times are local. A 10:50 a.m. departure from Atlanta is 10:50 a.m. Atlanta time; if that flight arrived in Dallas at 11:45 a.m., that is 11:45 a.m. Dallas time. If a flight's scheduled operating time changed during the month, Table 5 shows the time that was in effect for the last flight operation performed that month. Table 8 displays the number of operations, number of flight cancellations, and percentage of cancellations by air carrier for the reportable airports and for the air carriers’ domestic system. Table 8A displays the number and percentage of regularly scheduled flights canceled 5% or more of the time. Table 9 displays airline flight delay causation data by categories, and Table 10 provides an overall graphic representation of that data. Table 11 lists the regularly scheduled flights with tarmac delays of more than 3 hours and Table 11A lists the regularly scheduled international flights with tarmac delays of more than 4 hours. Table 12 displays the number and percentage of regularly scheduled flights with tarmac delays of 2 hours or more. Except for the flights listed in Tables 5, 11 and 11A this report provides summary information - it does not show the on-time record of individual flights. The on-time performance for individual markets and flights can be searched at https://www.transtats.bts.gov/ONTIME/ Airline Service Quality Performance data from the most recent six months is available for free download as a CD product from the BTS Bookstore at https://apps.bts.gov/pdc/user/products/src/category.xml?pdc_start=1&pdc_end=15&pdc_page=1&c=1&pdc_sort=2+DESC,+4+DESC . CDs for earlier months can be purchased by sending an email to: [email protected] Additional summary data for airports and airlines can be found at BTS’ Flight Delays at-a-Glance at: http://www.transtats.bts.gov/HomeDrillChart.asp Cause of delay data for airports and airlines can be found at: http://www.transtats.bts.gov/OT_Delay/OT_DelayCause1.asp Information on the performance of specific flights is displayed on the CRS used by most airlines and travel agencies. Each of the reporting carriers' flights have a one-digit code between 0 and 9 representing that flight's percentage of on-time operations for the latest reported month. For example, "8" means that flight arrived on time (within 15 minutes) between 80% and 89.9% of the time during the latest reported month.

4 AIR TRAVEL CONSUMER REPORT TABLE 1. OVERALL PERCENTAGE OF REPORTED FLIGHT OPERATIONS ARRIVING ON TIME BY CARRIER* JANUARY 2018

AT 30 BUSIEST AIRPORTS

CARRIER*

ALASKA AIRLINES HAWAIIAN AIRLINES UNITED AIRLINES DELTA AIR LINES SPIRIT AIRLINES VIRGIN AMERICA AMERICAN AIRLINES SOUTHWEST AIRLINES ALLEGIANT AIRLINES MESA AIRLINES ENDEAVOR AIRLINES REPUBLIC AIRLINE SKYWEST AIRLINES FRONTIER AIRLINES ENVOY AIRLINES EXPRESSJET AIRLINES PSA AIRLINES JETBLUE AIRWAYS TOTAL

AT ALL US AIRPORTS

NUMBER OF AIRPORTS REPORTED

PERCENT OF ARRIVALS ON TIME

NUMBER OF AIRPORTS REPORTED

PERCENT OF ARRIVALS ON TIME

25 8 27 30 21 18 28 25 7 13 19 19 25 23 13 15 12 25

88.2 65.8 84.5 84.2 82.8 82.3 82.7 80.9 75.5 76.7 75.8 74.7 75.7 75.2 74.6 73.1 71.9 65.2

68 17 97 146 38 27 96 86 118 103 115 83 219 58 125 124 94 64

88.9 88.3 84.7 84.3 82.9 82.5 82.5 81.8 78.5 76.9 76.5 76.2 75.3 74.9 74.7 74.6 70.2 65.8

79.7

For simplicity, statistics are displayed to one decimal place. Actual ranking order is based on our computer carrying out the number of decimal places to nine. * All U.S. airlines with at least 0.5 percent of total domestic scheduled-service passenger revenues.

79.6

5

AIR TRAVEL CONSUMER REPORT TABLE 1A. OVERALL PERCENTAGE OF REPORTED FLIGHT OPERATIONS ARRIVING ON-TIME AND CARRIER RANK BY MONTH, QUARTER, AND 12 MONTHS JANUARY 2018

CARRIER*

1st Quarter 01-03 2017

2nd Quarter 04-06 2017

3nd Quarter 07-09 2017

4th Quarter 10-12 2017

Nov 2017

Dec 2017

Jan 2018

12 Months Ending Jan 2018

%

Rank

%

Rank

%

Rank

%

Rank

%

Rank

%

Rank

%

Rank

%

Rank

ALASKA ALLEGIANT AMERICAN DELTA ENDEAVOR ENVOY EXPRESSJET FRONTIER HAWAIIAN JETBLUE MESA PSA REPUBLIC SKYWEST SOUTHWEST SPIRIT UNITED VIRGIN AMERICA

78.4 N/A 81.4 85.7 N/A N/A

6 N/A 3 1 N/A N/A

82.4 N/A

2 N/A

84.9 N/A

3 N/A

84.2 N/A

6 N/A

83.2 N/A

11 N/A

83.4 N/A

3 N/A

3 N/A

6 5 N/A N/A

77.7 86.4 N/A N/A

7 2 N/A N/A

85.2 88.9 N/A N/A

5 1 N/A N/A

88.8 93.7 N/A N/A

4 1 N/A N/A

82.0 83.5 N/A N/A

5 2 N/A N/A

80.6 85.7 N/A N/A

5 2 N/A N/A

76.7 76.7 83.0 72.0 N/A N/A N/A

7 8 2 11 N/A N/A N/A

75.8 76.3 89.6 66.7 N/A N/A N/A

9 8 1 11 N/A N/A N/A

76.6 78.6 93.1 67.1 N/A N/A N/A

8 6 1 12 N/A N/A N/A

81.1 81.2 86.5 80.0 N/A N/A N/A

10 8 2 11 N/A N/A N/A

86.3 86.0 89.3 86.6 N/A N/A N/A

8 9 3 7 N/A N/A N/A

76.4 75.8 80.8 74.1 N/A N/A N/A

10 11 6 12 N/A N/A N/A

77.6 78.7 88.4 70.8 N/A N/A N/A

10 8 1 12 N/A N/A N/A

76.5 78.7 76.3 80.3 64.7

9 5 10 4 12

81.1 76.7 71.3 81.1 63.5

3 7 10 4 12

80.7 75.6 75.1 80.4 73.2

4 9 10 5 11

81.2 83.8 85.7 86.4 77.8

9 7 4 3 12

85.4 87.6 89.8 88.6 77.5

10 6 2 5 12

76.5 79.1 80.4 84.6 82.5

9 8 7 1 4

1 9 7 4 11 15 16 14 2 18 10 17 12 13 8 5 3 6

83.5 N/A

77.3 80.9 N/A N/A

88.9 78.5 82.5 84.3 76.5 74.7 74.6 74.9 88.3 65.8 76.9 70.2 76.2 75.3 81.8 82.9 84.7 82.5

80.2 79.3 78.0 82.5 71.5

6 7 9 4 11

TOTAL

79.4

77.9

79.1

84.4

88.3

80.3

79.6

For simplicity, statistics are displayed to one decimal place. Actual ranking order is based on our computer carrying out the number of decimal places to nine. * All U.S. airlines with at least 0.5 percent of total domestic scheduled-service passenger revenues.

80.5

6

AIR TRAVEL CONSUMER REPORT TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON TIME D/ BY CARRIER AND AIRPORT (30 LARGEST AIRPORTS ONLY) JANUARY 2018

ARRIVAL AIRPORT* ATL

BOS

BWI

# OF ARR.

% ON TIME

# OF ARR.

ALASKA ALLEGIANT AMERICAN DELTA ENDEAVOR ENVOY EXPRESSJET FRONTIER HAWAIIAN JETBLUE MESA PSA REPUBLIC SKYWEST SOUTHWEST SPIRIT UNITED VIRGIN AMERICA

36 0 956 19038 1834 56 905 272 0 147 191 68 409 2115 3529 629 434 0

94.4 0.0 81.1 83.6 77.8 82.1 73.7 79.8 0.0 66.0 77.5 77.9 77.3 67.5 82.5 81.7 84.6 0.0

107 0 2058 1318 424 0 164 0 0 4089 11 0 522 24 839 494 1006 92

% ON TIM E 78.5 0.0 74.5 75.4 67.5 0.0 65.2 0.0 0.0 63.1 72.7 0.0 64.8 37.5 74.1 72.7 78.4 76.1

TOTAL

30619

81.3

11148

69.8

CARRIER*

CLT

DCA

DEN

# OF ARR .

% ON TIME

# OF ARR.

% ON TIME

# OF ARR.

89 9 508 494 173 112 59 0 0 250 0 4 122 28 5748 635 261 31

91.0 100.0 86.0 84.6 75.1 61.6 86.4 0.0 0.0 65.6 0.0 100.0 76.2 75.0 84.7 85.0 83.9 100.0

0 0 7828 431 189 65 279 93 0 117 198 7867 894 93 236 0 72 0

0.0 0.0 84.6 84.7 76.2 78.5 73.5 81.7 0.0 68.4 81.8 74.7 82.9 76.3 82.2 0.0 84.7 0.0

124 0 1958 714 177 58 314 93 0 874 23 2326 2177 99 1286 0 414 115

% ON TIM E 86.3 0.0 82.6 82.2 74.0 82.8 71.7 76.3 0.0 67.3 73.9 66.5 75.4 61.6 79.9 0.0 85.3 87.0

8523

83.7

18362

79.7

10752

75.5

* See Appendix at end of this section for list of airport and carrier codes.

DFW

DTW

124 8 881 778 3 0 0 1607 0 89 0 0 321 3890 5515 258 4695 59

% ON TIM E 84.7 75.0 83.8 86.8 100 0.0 0.0 80.3 0.0 75.3 0.0 0.0 84.4 83.2 85.7 86.4 89.8 88.1

100 0 11495 510 225 4491 930 40 0 51 2612 0 330 463 0 608 502 0

% ON TIM E 96.0 0.0 86.9 87.1 84.9 80.0 84.3 77.5 0.0 60.8 77.4 0.0 81.8 79.0 0.0 85.5 87.3 0.0

18228

85.6

22357

84.0

# OF ARR.

# OF ARR.

EWR

33 0 454 4114 1453 113 459 65 0 120 204 193 604 3001 559 890 131 0

% ON TIM E 84.8 0.0 81.5 86.4 81.2 69.9 68.4 80.0 0.0 61.7 80.4 67.4 80.1 69.3 78.7 83.7 81.7 0.0

12393

79.1

# OF ARR.

FLL

# OF ARR.

% ON TIME

# OF ARR.

% ON TIME

164 24 630 387 110 58 1906 0 0 864 0 21 2019 63 513 293 4388 189

78.0 79.2 76.8 73.9 66.4 53.4 60.2 0.0 0.0 56.5 0.0 52.4 66.7 55.6 62.6 74.1 74.1 70.4

33 235 594 998 29 0 0 0 0 2178 0 0 0 0 2228 1483 612 114

90.9 61.7 76.8 81.3 75.9 0.0 0.0 0.0 0.0 64.0 0.0 0.0 0.0 0.0 82.6 81.9 85.3 84.2

11629

68.5

8504

76.8

7 AIR TRAVEL CONSUMER REPORT TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON TIME D/ BY CARRIER AND AIRPORT (30 LARGEST AIRPORTS ONLY) JANUARY 2018

ARRIVAL AIRPORT* HNL CARRIER*

# OF ARR.

ALASKA ALLEGIANT AMERICAN DELTA ENDEAVOR ENVOY EXPRESSJET FRONTIER HAWAIIAN JETBLUE MESA PSA REPUBLIC SKYWEST SOUTHWEST SPIRIT UNITED VIRGIN AMERICA

186 0 230 262 0 0 0 0 2797 0 0 0 0 0 0 0 399 62

% ON TIME 93.0 0.0 86.1 87.8 0.0 0.0 0.0 0.0 90.1 0.0 0.0 0.0 0.0 0.0 0.0 0.0 89.2 83.9

TOTAL

3936

89.6

IAD

IAH

31 0 145 216 146 0 19 93 0 170 1916 201 89 114 202 0 1632 116

% ON TIME 90.3 0.0 89.0 87.0 80.1 0.0 52.6 83.9 0.0 64.7 82.3 73.6 92.1 58.8 90.1 0.0 89.3 92.2

5090

84.1

# OF ARR.

JFK

36 0 475 221 108 126 3259 62 0 0 2324 0 1295 619 0 496 5024 0

% ON TIME 72.2 0.0 80.6 76.5 76.9 69.8 83.1 80.6 0.0 0.0 75.5 0.0 81.0 72.4 0.0 83.7 86.8 0.0

14045

82.2

# OF ARR.

LAS

62 0 1369 2261 2082 217 0 0 31 3401 0 26 249 0 0 0 0 357

% ON TIME 80.6 0.0 77.6 78.3 74.2 71.4 0.0 0.0 48.4 65.4 0.0 57.7 70.3 0.0 0.0 0.0 0.0 79.3

10055

72.5

# OF ARR.

* See Appendix at end of this section for list of airport and carrier codes.

LAX

324 694 1211 1132 0 0 0 663 80 399 0 0 0 476 6014 1054 895 354

% ON TIME 91.0 80.8 86.1 88.2 0.0 0.0 0.0 75.3 70.0 76.4 0.0 0.0 0.0 87.2 86.5 87.7 86.8 84.7

13296

85.6

# OF ARR.

LGA

702 109 3153 2455 0 0 0 124 162 529 0 0 0 2948 3604 682 2126 1201

% ON TIME 91.7 67.9 86.9 85.5 0.0 0.0 0.0 79.0 61.1 80.3 0.0 0.0 0.0 82.2 81.6 86.7 87.4 86.3

17795

84.5

# OF ARR.

MCO

0 0 1775 1864 1938 997 1197 93 0 518 125 181 2697 269 937 341 665 0

% ON TIME 0.0 0.0 74.6 76.6 70.1 58.8 60.1 66.7 0.0 60.4 72.8 55.8 68.1 63.9 68.1 72.4 75.0 0.0

13597

68.9

# OF ARR.

99 0 1520 1622 3 0 1 1123 0 1605 0 0 1 0 3494 1100 993 62

% ON TIME 92.9 0.0 79.1 83.7 33.3 0.0 0.0 70.3 0.0 64.0 0.0 0.0 0.0 0.0 82.9 79.8 85.9 83.9

11623

78.7

# OF ARR.

MDW

0 0 0 154 0 0 0 0 0 0 0 0 0 103 6366 0 0 0

% ON TIME 0.0 0.0 0.0 84.4 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 65.0 78.0 0.0 0.0 0.0

6623

78.0

# OF ARR.

MIA

0 0 4376 761 0 722 0 350 0 0 0 0 1228 0 0 0 432 0

% ON TIME 0.0 0.0 83.2 81.3 0.0 77.3 0.0 73.7 0.0 0.0 0.0 0.0 83.2 0.0 0.0 0.0 81.9 0.0

7869

82.0

# OF ARR.

8

AIR TRAVEL CONSUMER REPORT TABLE 2. NUMBER OF REPORTED FLIGHT ARRIVALS AND PERCENTAGE ARRIVING ON TIME D/ BY CARRIER AND AIRPORT (30 LARGEST AIRPORTS ONLY) JANUARY 2018

ARRIVAL AIRPORT* MSP CARRIER*

ORD

PDX

PHL

PHX

SAN

SEA

SFO

SLC

TPA

# OF ARR.

% ON TIME

# OF ARR.

% ON TIME

# OF ARR.

% ON TIME

# OF ARR.

% ON TIME

# OF ARR.

% ON TIME

# OF ARR.

% ON TIME

# OF ARR.

% ON TIME

# OF ARR.

% ON TIME

# OF ARR.

% ON TIME

# OF ARR.

% ON TIME

ALASKA ALLEGIANT AMERICAN DELTA ENDEAVOR ENVOY EXPRESSJET FRONTIER HAWAIIAN JETBLUE MESA PSA REPUBLIC SKYWEST SOUTHWEST SPIRIT UNITED VIRGIN AMERICA

62 0 584 4755 1075 5 90 124 0 0 119 27 423 3350 656 390 228 0

83.9 0.0 78.6 86.5 80.8 100.0 68.9 71.8 0.0 0.0 74.8 77.8 75.9 75.9 78.4 86.4 82.9 0.0

156 0 5203 547 167 4704 912 217 0 171 0 181 1484 5929 0 774 5162 69

87.8 0.0 83.8 83.4 75.4 73.0 73.6 79.7 0.0 61.4 0.0 66.3 75.7 66.6 0.0 84.9 87.0 82.6

1464 0 300 536 0 0 0 31 45 83 0 0 0 746 1096 31 541 65

91.1 0.0 83.7 90.9 0.0 0.0 0.0 74.2 75.6 79.5 0.0 0.0 0.0 85.5 87.0 80.6 88.2 86.2

31 0 3719 534 116 0 2 292 0 221 174 664 1600 25 732 248 311 62

96.8 0.0 80.4 80.1 75.9 0.0 50.0 75.0 0.0 58.4 76.4 64.6 74.6 60.0 76.1 81.0 81.7 83.9

201 0 4765 582 0 0 0 253 31 62 1597 0 0 1124 5067 93 655 0

73.6 0.0 78.0 81.8 0.0 0.0 0.0 65.6 61.3 54.8 69.9 0.0 0.0 76.1 66.5 92.5 80.0 0.0

548 11 726 515 0 0 0 106 31 139 0 0 0 881 3103 155 763 161

86.5 81.8 83.3 90.7 0.0 0.0 0.0 80.2 64.5 81.3 0.0 0.0 0.0 85.5 83.0 79.4 87.9 80.7

4736 0 626 1623 0 0 0 49 69 143 0 0 0 1551 898 93 755 176

88.9 0.0 78.9 86.6 0.0 0.0 0.0 83.7 68.1 71.3 0.0 0.0 0.0 84.5 85.9 88.2 87.9 83.0

493 0 1119 727 0 0 0 129 62 512 0 0 0 3328 1425 0 4468 1880

78.5 0.0 78.1 81.2 0.0 0.0 0.0 61.2 74.2 74.6 0.0 0.0 0.0 67.9 69.8 0.0 81.4 78.4

213 0 489 3406 0 0 0 119 0 248 52 0 2 3596 979 0 190 0

90.6 0.0 84.3 92.5 0.0 0.0 0.0 77.3 0.0 73.0 69.2 0.0 100.0 87.0 85.0 0.0 91.1 0.0

31 0 1040 983 11 0 0 428 0 413 0 0 0 0 2420 618 586 0

96.8 0.0 81.9 80.5 72.7 0.0 0.0 68.7 0.0 61.3 0.0 0.0 0.0 0.0 79.5 82.7 87.0 0.0

TOTAL

11888

81.3

25676

77.3

4938

88.0

8731

77.0

14430

72.8

7139

84.4

10719

86.5

14143

75.8

9294

88.2

6530

79.2

* See Appendix at end of this section for list of airport and carrier codes.

9

AIR TRAVEL CONSUMER REPORT TABLE 3. PERCENTAGE OF ALL CARRIERS' REPORTED FLIGHT OPERATIONS ARRIVING ON TIME D/ BY AIRPORT AND TIME OF DAY (30 LARGEST AIRPORTS ONLY) JANUARY 2018

ARRIVAL AIRPORT* SCHEDULED ARRIVAL TIME

ATL

BOS

BWI

CLT

DCA

DEN

DFW

DTW

EWR

FLL

HNL

IAD

IAH

JFK

LAS

LAX

0600-0659 0700-0759 0800-0859

90.4 85.8 83.3

77.9 72.1 74.1

89.8 89.0 86.5

83.7 79.4 82.5

81.0 76.9 79.1

86.1 90.8 90.8

86.1 83.7 86.3

87.1 83.5 79.5

78.2 81.6 82.3

70.7 91.0 86.0

94.2 98.2 96.9

91.5 82.1 74.1

86.8 85.3 80.5

71.9 75.1 72.5

93.6 95.3 91.8

83.5 90.5 87.6

0900-0959

81.4

75.7

90.4

79.8

76.2

89.2

85.1

82.9

80.7

80.1

90.3

77.1

81.6

77.7

92.1

87.9

1000-1059 1100-1159 1200-1259 1300-1359 1400-1459 1500-1559 1600-1659 1700-1759 1800-1859 1900-1959 2000-2059 2100-2159 2200-2259 2300-0559

80.7 81.8 80.6 81.5 82.4 82.0 81.4 80.7 80.4 78.4 77.7 80.7 80.8 82.7

74.9 78.9 75.1 70.4 67.8 74.4 72.5 65.2 64.6 63.8 64.7 63.7 66.7 69.4

84.9 87.4 84.0 86.5 87.2 86.9 87.7 77.1 77.1 76.2 86.8 81.0 75.0 79.0

80.3 78.9 82.3 81.9 79.7 77.8 76.3 79.3 78.5 75.4 73.3 77.9 73.8 82.2

75.6 77.1 73.2 76.0 75.3 79.6 74.1 77.4 71.3 73.6 72.3 75.0 75.9 81.8

86.5 88.5 89.6 81.5 85.7 86.2 85.9 84.8 84.3 83.5 79.6 80.9 81.4 81.8

83.1 87.8 84.8 86.3 86.2 84.0 82.9 80.2 80.5 82.6 80.3 81.3 86.4 84.5

82.1 78.9 84.8 77.1 77.9 80.2 79.4 77.9 78.7 74.6 74.3 82.6 70.9 76.3

85.7 80.4 79.5 73.8 66.8 65.7 63.0 61.0 55.1 51.6 53.0 59.1 70.3 73.2

83.9 78.5 80.4 77.8 81.6 80.2 74.9 73.9 72.4 73.3 69.5 74.4 67.8 74.2

89.7 93.1 88.2 89.6 86.4 85.3 85.5 90.6 87.7 92.2 92.0 91.5 89.6 88.5

85.6 82.5 78.8 88.3 81.8 88.4 84.3 84.7 83.2 79.1 81.9 86.4 86.7 82.9

79.9 83.4 80.9 82.5 87.4 83.3 82.8 82.2 82.9 84.6 81.8 80.8 84.0 83.9

78.8 68.8 76.9 67.1 75.4 72.2 74.3 71.0 71.3 71.9 69.5 67.5 69.7 72.6

88.4 85.8 85.2 84.3 84.5 84.9 84.0 85.2 85.3 81.3 83.5 81.4 82.4 80.9

86.6 87.4 86.7 86.4 85.0 85.3 84.0 82.2 83.6 84.1 84.5 78.1 78.5 81.3

TOTAL

81.4

69.8

83.7

79.7

75.5

85.6

84.0

79.1

68.5

76.8

89.6

84.1

82.5

72.5

85.6

84.5

* See Appendix at end of this section for list of airport and carrier codes.

10 AIR TRAVEL CONSUMER REPORT TABLE 3. PERCENTAGE OF ALL CARRIERS' REPORTED FLIGHT OPERATIONS ARRIVING ON TIME D/ BY AIRPORT AND TIME OF DAY (30 LARGEST AIRPORTS ONLY) JANUARY 2018

ARRIVAL AIRPORT* SCHEDULED ARRIVAL TIME

LGA

MCO

MDW

MIA

MSP

ORD

PDX

PHL

PHX

SAN

SEA

SFO

SLC

TPA

TOTAL

0600-0659 0700-0759 0800-0859 0900-0959 1000-1059 1100-1159 1200-1259 1300-1359 1400-1459 1500-1559 1600-1659 1700-1759 1800-1859 1900-1959 2000-2059 2100-2159 2200-2259 2300-0559

64.0 74.8 73.6 69.9 72.7 70.4 72.8 70.8 72.1 71.6 69.0 69.5 64.3 62.9 59.9 62.0 64.3 74.4

83.9 87.0 83.8 84.6 84.9 77.3 79.3 82.2 82.5 82.8 77.3 80.8 75.1 78.3 67.6 74.2 72.4 78.5

88.8 79.9 80.6 84.6 88.8 90.6 85.3 86.4 81.2 79.5 71.7 77.2 69.5 71.9 72.3 68.2 72.5 68.8

82.3 89.0 85.3 81.9 81.0 82.4 82.7 83.9 79.4 81.8 82.9 83.2 82.6 77.6 81.2 78.0 84.3 78.3

83.6 78.0 80.9 86.4 81.6 81.9 83.8 83.1 79.4 81.9 82.4 79.3 78.8 80.9 81.0 78.2 78.6 83.8

81.9 76.6 79.9 75.9 77.6 74.5 80.1 79.2 78.4 78.3 76.2 76.0 74.7 73.4 76.0 76.6 82.2 84.5

100.0 93.6 95.7 91.2 91.6 91.6 91.9 86.0 87.5 82.2 89.5 86.6 88.5 89.3 83.8 86.2 87.4 81.1

85.1 78.2 76.6 81.0 80.1 84.2 79.0 86.6 79.8 78.8 74.2 69.6 74.7 70.3 80.4 75.0 72.1 81.4

80.0 91.2 89.3 65.1 77.6 81.4 83.5 81.3 83.2 83.2 82.4 80.5 66.4 47.2 49.5 51.0 63.5 85.2

86.4 88.7 84.8 85.0 87.9 87.5 87.9 87.5 86.3 85.7 85.1 80.7 84.3 83.7 80.1 80.7 78.7 83.3

89.1 92.4 90.6 91.6 83.3 88.0 82.0 90.3 86.9 90.9 85.7 83.7 88.3 85.8 89.0 82.1 84.7 86.2

88.0 92.0 90.4 75.4 70.7 76.4 72.8 72.5 73.1 70.7 77.8 74.5 73.8 73.8 73.3 71.8 73.6 80.8

100.0 94.3 95.5 93.1 90.4 85.0 82.6 91.1 88.5 88.4 89.5 77.0 83.3 87.6 82.6 85.8 76.3 79.6

66.7 90.7 85.3 86.3 82.5 84.8 82.3 79.2 80.5 79.1 81.2 76.5 73.2 75.4 79.7 71.7 77.3 75.1

84.4 84.0 84.2 81.7 81.8 82.2 81.5 81.3 80.3 80.5 79.5 77.9 77.1 75.7 74.8 76.3 76.1 79.3

TOTAL

68.9

78.7

78.0

82.0

81.3

77.3

88.0

77.0

72.8

84.4

86.5

75.8

88.2

79.2

79.7

* See Appendix at end of this section for list of airport and carrier codes.

11

AIR TRAVEL CONSUMER REPORT TABLE 4. PERCENTAGE OF ALL CARRIERS' REPORTED FLIGHT OPERATIONS DEPARTING ON TIME E/ BY AIRPORT AND TIME OF DAY (30 LARGEST AIRPORTS ONLY) JANUARY 2018

DEPARTURE AIRPORT* SCHEDULED DEPARTURE TIME

ATL

BOS

BWI

CLT

DCA

DEN

DFW

DTW

EWR

FLL

HNL

IAD

IAH

JFK

LAS

LAX

0600-0659 0700-0759 0800-0859 0900-0959 1000-1059 1100-1159 1200-1259 1300-1359 1400-1459 1500-1559 1600-1659 1700-1759 1800-1859 1900-1959 2000-2059 2100-2159 2200-2259 2300-0559

84.5 84.2 84.6 83.1 83.1 80.8 79.5 80.1 82.2 78.7 81.7 79.6 79.5 80.4 78.9 81.7 81.1 78.0

79.7 72.8 66.3 73.7 71.7 73.3 73.1 71.6 70.3 66.7 75.8 67.7 70.6 63.4 59.7 63.0 61.3 86.3

83.5 83.2 84.9 87.0 86.5 85.9 77.5 83.1 80.2 77.8 78.4 78.0 70.7 76.1 77.7 83.9 83.4 83.9

84.1 77.0 84.0 79.2 77.9 78.9 78.0 76.7 76.3 69.4 72.6 70.3 73.4 74.7 75.6 75.0 78.2 84.6

85.3 86.0 81.1 78.9 76.0 76.7 76.9 71.2 73.3 73.5 80.9 75.5 74.2 73.2 74.4 78.6 71.2 88.6

90.9 82.2 87.0 87.1 84.2 83.3 83.6 82.8 80.0 82.8 79.9 81.0 78.6 84.2 83.3 84.8 82.8 86.4

88.7 87.8 83.2 87.7 83.6 80.3 83.2 80.8 79.7 79.2 77.5 77.0 73.5 75.4 76.7 78.3 81.5 80.5

81.3 83.1 81.3 74.1 72.4 73.8 77.2 74.9 72.5 74.2 73.3 75.0 69.9 79.9 80.9 78.4 81.4 86.8

82.2 83.3 79.1 70.8 80.9 81.3 84.1 78.3 79.0 73.0 74.6 70.0 74.1 66.9 71.3 64.1 45.6 84.1

90.1 88.9 90.1 86.7 79.1 78.3 77.3 71.6 73.8 76.4 71.4 75.5 72.3 71.0 68.3 69.4 74.3 86.8

98.9 91.4 91.0 96.9 94.9 94.8 88.7 84.5 79.3 81.6 75.3 94.0 94.4 95.5 94.1 80.5 86.5 92.9

82.8 89.9 86.2 84.7 71.0 85.1 83.2 79.5 77.2 91.0 89.6 82.0 83.3 79.1 64.3 0.0 85.3 86.7

80.0 84.6 81.8 83.6 82.1 83.6 81.7 78.7 84.0 79.9 79.6 78.7 79.1 81.2 81.0 83.4 86.0 88.2

74.7 77.1 72.0 74.6 77.2 74.9 66.8 76.9 73.3 77.9 74.4 73.6 71.1 74.1 72.1 74.3 68.1 66.7

94.1 89.4 88.5 86.4 87.6 81.2 83.0 78.5 78.2 79.6 80.3 79.3 83.5 81.8 82.8 84.4 79.6 89.1

89.6 88.7 82.9 88.3 85.9 82.3 85.4 83.7 82.9 82.5 83.3 82.5 82.6 83.5 83.0 80.9 82.1 88.0

TOTAL

81.3

71.3

81.3

76.4

77.1

83.4

80.6

77.3

75.2

77.6

87.9

83.8

82.1

74.0

84.1

84.5

* See Appendix at end of this section for list of airport and carrier codes.

12

AIR TRAVEL CONSUMER REPORT TABLE 4. PERCENTAGE OF ALL CARRIERS' REPORTED FLIGHT OPERATIONS DEPARTING ON TIME E/ BY AIRPORT AND TIME OF DAY (30 LARGEST AIRPORTS ONLY) JANUARY 2018

DEPARTURE AIRPORT* SCHEDULED DEPARTURE TIME

LGA

MCO

MDW

MIA

MSP

ORD

PDX

PHL

PHX

SAN

SEA

SFO

SLC

TPA

TOTAL

0600-0659 0700-0759 0800-0859 0900-0959 1000-1059 1100-1159 1200-1259 1300-1359 1400-1459 1500-1559 1600-1659 1700-1759 1800-1859 1900-1959 2000-2059 2100-2159 2200-2259 2300-0559

84.3 79.5 78.1 74.8 72.2 74.0 71.0 71.1 72.3 71.6 67.3 62.7 68.6 64.5 61.3 64.6 59.4 67.5

89.1 89.6 85.8 84.7 80.6 84.2 76.6 77.1 74.7 76.9 72.6 67.3 74.5 70.0 66.1 62.6 49.1 81.3

85.5 83.5 71.4 75.9 78.4 75.7 78.1 65.4 63.8 67.5 66.5 62.4 54.7 59.3 57.2 71.1 68.3 87.6

91.1 87.2 89.8 83.7 84.2 85.3 79.4 80.6 81.7 79.8 83.5 79.5 71.6 80.2 81.8 82.9 77.3 87.5

88.8 86.5 79.0 82.5 83.3 83.7 78.2 83.4 79.4 74.8 74.2 76.1 71.4 78.6 79.3 79.6 85.1 89.9

82.0 83.2 79.5 76.7 75.0 69.8 75.9 76.1 74.3 75.0 76.4 74.9 73.8 73.7 71.7 75.6 75.8 88.8

97.0 96.6 90.4 90.7 88.7 88.7 87.4 87.4 82.3 84.4 83.5 90.2 80.8 90.7 86.4 85.5 82.5 93.2

88.1 91.2 78.5 80.3 77.6 79.7 81.7 79.8 74.3 74.1 75.2 63.1 69.4 66.0 74.2 75.4 50.0 88.8

96.2 92.5 91.4 88.4 66.7 80.2 78.3 85.2 81.6 85.0 81.8 78.6 81.5 60.3 52.1 59.8 54.7 89.3

93.0 84.4 86.0 81.3 80.0 82.2 83.2 79.6 82.0 79.5 81.6 77.5 79.7 72.4 85.1 77.4 89.0 100.0

94.2 91.6 90.5 90.6 89.2 80.8 88.1 85.0 86.0 83.7 86.7 88.4 86.2 89.7 87.3 89.9 89.8 92.2

90.7 92.1 88.5 85.1 77.0 78.4 76.4 75.0 74.5 72.8 77.2 77.0 77.2 78.6 78.8 77.6 85.1 86.2

95.7 91.8 89.6 92.8 87.4 90.1 76.9 86.6 83.7 88.3 87.3 84.6 64.6 72.5 88.3 89.1 87.7 84.7

92.7 95.5 91.9 87.5 81.1 80.1 83.8 84.0 70.3 74.2 73.4 73.9 72.8 72.1 70.0 75.0 46.7 84.5

89.6 86.7 84.3 83.3 80.1 80.9 79.5 77.9 77.6 76.6 76.7 75.1 74.6 73.8 74.4 75.3 79.0 87.5

TOTAL

71.6

77.8

69.7

82.7

80.4

76.1

89.2

76.5

78.1

82.3

88.5

80.8

88.1

80.2

79.4

* See Appendix at end of this section for list of airport and carrier codes. * See Appendix at end of this section for list of airport and carrier codes.

13 AIR TRAVEL CONSUMER REPORT TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS WITH MORE THAN 50% DELAYED ARRIVALS OF MORE THAN 30 MINUTES FOR TWO OR MORE CONSECUTIVE MONTHS K/ JANUARY 2018

CARRIER

FLIGHT NUMBER

MONTH

ORIGINDESTIN. AIRPORTS

SCHEDULED DEPARTURE TIME

NUMBER OF OPERATIONS REPORTED*

NUMBER OF FLIGHT OPERATIONS NOT ARRIVING ON TIME**

PERCENT OF FLIGHT OPERATIONS NOT ARRIVING ON TIME**

AVERAGE NUMBER OF MINUTES LATE***

CHRONICALLY DELAYED FLIGHTS FOR FIVE OR MORE CONSECUTIVE MONTHS NONE

CARRIER

FLIGHT NUMBER

MONTH

ORIGINDESTIN. AIRPORTS

SCHEDULED DEPARTURE TIME

NUMBER OF OPERATIONS REPORTED*

NUMBER OF FLIGHT OPERATIONS NOT ARRIVING ON TIME**

PERCENT OF FLIGHT OPERATIONS NOT ARRIVING ON TIME**

AVERAGE NUMBER OF MINUTES LATE***

PERCENT OF FLIGHT OPERATIONS NOT ARRIVING ON TIME**

AVERAGE NUMBER OF MINUTES LATE***

CHRONICALLY DELAYED FLIGHTS FOR FOUR CONSECUTIVE MONTHS NONE

CARRIER

FLIGHT NUMBER

MONTH

ORIGINDESTIN. AIRPORTS

SCHEDULED DEPARTURE TIME

NUMBER OF OPERATIONS REPORTED*

NUMBER OF FLIGHT OPERATIONS NOT ARRIVING ON TIME**

CHRONICALLY DELAYED FLIGHTS FOR THREE CONSECUTIVE MONTHS NONE

* Minimum of 10 flights per months ** includes cancelled and diverted flights *** Flights late more than 30 minutes only. Excludes cancelled and diverted flights Chronically Delayed Flights for individual months can be found on link below https://www.rita.dot.gov/bts/sites/rita.dot.gov.bts/files/subject_areas/airline_information/chronically_delayed_flights/index.html

14 AIR TRAVEL CONSUMER REPORT TABLE 5. LIST OF REGULARLY SCHEDULED FLIGHTS WITH MORE THAN 50% DELAYED ARRIVALS OF MORE THAN 30 MINUTES FOR TWO OR MORE CONSECUTIVE MONTHS K/ JNUARY 2018

CARRIER

FLIGHT NUMBER

MONT H

ORIGINDESTIN. AIRPORTS

SCHEDULED DEPARTURE TIME

NUMBER OF OPERATIONS REPORTED*

NUMBER OF FLIGHT OPERATIONS NOT ARRIVING ON TIME**

PERCENT OF FLIGHT OPERATIONS NOT ARRIVING ON TIME**

CHRONICALLY DELAYED FLIGHTS FOR TWO CONSECUTIVE MONTHS NONE

* Minimum of 10 flights per months ** includes cancelled and diverted flights *** Flights late more than 30 minutes only. Excludes cancelled and diverted flights Chronically Delayed Flights for individual months can be found on link below https://www.rita.dot.gov/bts/sites/rita.dot.gov.bts/files/subject_areas/airline_information/chronically_delayed_flights/index.html

AVERAGE NUMBER OF MINUTES LATE***

15 AIR TRAVEL CONSUMER REPORT TABLE 6. NUMBER AND PERCENTAGE OF REGULARLY SCHEDULED FLIGHTS I/ ARRIVING LATE 70% OR MORE OF THE TIME JANUARY 2018

CARRIER

NUMBER OF REGULARLY SCHEDULED FLIGHTS (minimum 15 operations per flight number)

REGULARLY SCHEDULED FLIGHTS LATE 70% OR MORE OF THE TIME D/

NUMBERS

PERCENTAGE

SOUTHWEST EXPRESSJET AMERICAN JETBLUE ALASKA PSA REPUBLIC SKYWEST DELTA UNITED ENVOY ENDEAVOR MESA SPIRIT FRONTIER HAWAIIAN VIRGIN AMERICA ALLEGIANT

3626 695 2482 834 501 760 866 2109 2480 1472 764 659 543 454 316 210 196 76

56 3 7 2 1 1 1 2 0 0 0 0 0 0 0 0 0 0

1.5 0.4 0.2 0.2 0.1 0.1 0.1 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

TOTAL

19043

73

0.4

For simplicity, statistics are displayed to one decimal place. Actual ranking order is based on our computer carrying out the number of decimal places to nine.

16 AIR TRAVEL CONSUMER REPORT TABLE 7. ONTIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT JANUARY 2018

CITY (AIRPORTS)

Aberdeen, SD (ABR) Abilene, TX (ABI) Adak Island, AK (ADK) Aguadilla, PR (BQN) Akron, OH (CAK) Albany, GA (ABY) Albany, NY (ALB) Albuquerque, NM (ABQ) Alexandria, LA (AEX) Allentown/Bethlehem/Easton, PA (ABE) Alpena, MI (APN) Amarillo, TX (AMA) Anchorage, AK (ANC) Appleton, WI (ATW) Arcata/Eureka, CA (ACV) Asheville, NC (AVL) Ashland, WV (HTS) Aspen, CO (ASE) Atlanta, GA (ATL) Atlantic City, NJ (ACY) Augusta, GA (AGS) Austin, TX (AUS) Bakersfield, CA (BFL) Baltimore, MD (BWI) Bangor, ME (BGR) Barrow, AK (BRW) Baton Rouge, LA (BTR) Beaumont/Port Arthur, TX (BPT) Belleville, IL (BLV) Bellingham, WA (BLI) Bemidji, MN (BJI) Bend/Redmond, OR (RDM)

PERCENT ONTIME

REPORTED OPERATIONS

ARR

DEP

ARR

DEP

90.3 81.1 88.9 55.0 69.6 84.3 77.1 85.3 82.0 72.2 73.6 83.5 92.3 82.1 81.4 67.7 76.0 74.2 81.3 83.5 70.4 84.3 77.2 83.7 72.3 90.3 80.8 77.8 80.6 88.7 80.6 79.1

80.6 78.1 88.9 59.6 74.7 83.1 78.1 84.3 80.9 75.6 71.2 86.6 93.7 82.1 77.3 72.7 60.0 73.1 78.0 88.7 71.8 82.5 81.3 79.4 76.1 91.9 81.7 77.8 70.8 91.0 80.6 78.5

62 169 9 109 658 83 1031 1798 267 316 53 418 1204 318 97 486 25 986 30619 310 284 4703 171 8523 253 62 593 63 72 221 62 273

62 169 9 109 657 83 1030 1800 267 316 52 417 1207 318 97 483 25 985 30617 310 284 4704 171 8525 251 62 591 63 72 221 62 275

CITY (AIRPORTS)

Bethel, AK (BET) Billings, MT (BIL) Binghamton, NY (BGM) Birmingham, AL (BHM) Bismarck/Mandan, ND (BIS) Bloomington/Normal, IL (BMI) Boise, ID (BOI) Boston, MA (BOS) Bozeman, MT (BZN) Brainerd, MN (BRD) Bristol/Johnson City/Kingsport, TN (TRI) Brownsville, TX (BRO) Brunswick, GA (BQK) Buffalo, NY (BUF) Bullhead City, AZ (IFP) Burbank, CA (BUR) Burlington, VT (BTV) Butte, MT (BTM) CONCORD, NC (USA) Cape Girardeau, MO (CGI) Casper, WY (CPR) Cedar City, UT (CDC) Cedar Rapids/Iowa City, IA (CID) Champaign/Urbana, IL (CMI) Charleston, SC (CHS) Charleston/Dunbar, WV (CRW) Charlotte Amalie, VI (STT) Charlotte, NC (CLT) Charlottesville, VA (CHO) Chattanooga, TN (CHA) Chicago, IL (MDW) Chicago, IL (ORD)

PERCENT ONTIME

REPORTED OPERATIONS

ARR

DEP

ARR

DEP

94.5 84.6 70.7 80.3 76.0 71.2 83.5 69.8 81.7 77.4 75.0 81.1 76.2 72.9 83.9 82.8 72.2 96.6 90.3 71.7 86.7 81.1 76.8 66.0 67.8 71.8 86.5 79.7 68.3 73.4 78.0 77.3

91.8 86.6 69.0 82.8 74.3 69.7 85.5 70.7 81.3 79.2 74.6 82.7 78.6 74.1 87.1 81.6 72.0 96.6 85.5 71.7 92.7 88.7 79.6 69.6 70.2 72.1 88.0 78.4 71.3 75.8 69.7 76.1

73 350 58 1401 267 250 1547 11148 535 53 188 175 84 2042 31 2258 737 58 62 53 83 53 727 194 1652 387 133 18362 436 631 6623 25676

73 351 58 1401 268 251 1549 11151 536 53 189 173 84 2041 31 2256 735 58 62 53 82 53 725 194 1651 387 133 18362 432 628 6625 25682

17 AIR TRAVEL CONSUMER REPORT TABLE 7. ONTIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT JANUARY 2018

CITY (AIRPORTS)

Christiansted, VI (STX) Cincinnati, OH (CVG) Clarksburg/Fairmont, WV (CKB) Cleveland, OH (CLE) Cody, WY (COD) College Station/Bryan, TX (CLL) Colorado Springs, CO (COS) Columbia, MO (COU) Columbia, SC (CAE) Columbus, GA (CSG) Columbus, MS (GTR) Columbus, OH (CMH) Columbus, OH (LCK) Cordova, AK (CDV) Corpus Christi, TX (CRP) Dallas, TX (DAL) Dallas/Fort Worth, TX (DFW) Dayton, OH (DAY) Daytona Beach, FL (DAB) Deadhorse, AK (SCC) Denver, CO (DEN) Des Moines, IA (DSM) Detroit, MI (DTW) Devils Lake, ND (DVL) Dothan, AL (DHN) Dubuque, IA (DBQ) Duluth, MN (DLH) Durango, CO (DRO) Eagle, CO (EGE) Eau Claire, WI (EAU) El Paso, TX (ELP) Elko, NV (EKO)

PERCENT ONTIME

REPORTED OPERATIONS

ARR

DEP

ARR

DEP

80.3 77.7 78.3 77.9 96.7 82.5 79.7 78.1 77.0 81.7 69.5 75.4 72.2 90.0 78.1 85.4 84.0 70.5 72.9 93.5 85.6 77.0 79.1 79.2 72.6 67.4 75.2 84.1 82.2 62.1 81.2 90.6

79.5 80.1 73.9 78.1 98.4 82.8 84.2 84.2 80.9 81.7 76.8 76.1 61.1 93.3 81.2 79.6 82.6 74.0 74.9 90.3 83.3 78.5 79.0 84.6 70.9 76.4 77.7 83.1 81.3 75.9 81.2 88.7

117 3612 69 3852 61 171 872 183 413 82 82 3399 36 60 443 6009 22357 1091 266 62 18228 1246 12393 53 117 89 206 277 433 58 1303 53

117 3615 69 3846 61 169 872 183 413 82 82 3400 36 60 442 6011 22349 1091 267 62 18231 1243 12402 52 117 89 206 278 434 58 1303 53

CITY (AIRPORTS)

Elmira/Corning, NY (ELM) Erie, PA (ERI) Escanaba, MI (ESC) Eugene, OR (EUG) Evansville, IN (EVV) Fairbanks, AK (FAI) Fargo, ND (FAR) Fayetteville, AR (XNA) Fayetteville, NC (FAY) Flagstaff, AZ (FLG) Flint, MI (FNT) Fort Lauderdale, FL (FLL) Fort Myers, FL (RSW) Fort Smith, AR (FSM) Fort Wayne, IN (FWA) Fresno, CA (FAT) Gainesville, FL (GNV) Garden City, KS (GCK) Gillette, WY (GCC) Grand Forks, ND (GFK) Grand Island, NE (GRI) Grand Junction, CO (GJT) Grand Rapids, MI (GRR) Great Falls, MT (GTF) Green Bay, WI (GRB) Greensboro/High Point, NC (GSO) Greer, SC (GSP) Guam, TT (GUM) Gulfport/Biloxi, MS (GPT) Gunnison, CO (GUC) Hagerstown, MD (HGR) Hancock/Houghton, MI (CMX)

PERCENT ONTIME

REPORTED OPERATIONS

ARR

DEP

ARR

DEP

78.6 69.7 68.5 82.2 76.5 90.4 77.8 79.1 74.8 83.3 73.1 76.8 78.7 84.9 63.4 79.4 71.7 83.9 80.2 88.4 75.6 89.9 75.1 83.3 69.3 73.4 75.7 83.9 80.7 80.9 66.7 67.7

62.1 73.0 68.5 80.8 76.5 91.5 76.4 80.5 74.2 77.1 77.9 74.1 78.9 89.0 71.1 79.1 69.6 85.5 85.0 86.6 67.9 90.3 75.7 85.0 77.6 78.1 80.3 93.5 84.4 83.0 44.4 77.0

28 89 54 332 388 272 474 1048 298 96 353 8504 3731 172 596 819 371 62 81 164 78 286 1350 114 339 955 945 31 326 47 9 62

29 89 54 333 388 272 475 1047 298 96 353 8512 3737 172 596 819 369 62 80 164 78 290 1348 113 339 951 945 31 326 47 9 61

18 AIR TRAVEL CONSUMER REPORT TABLE 7. ONTIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT JANUARY 2018

CITY (AIRPORTS)

Harlingen/San Benito, TX (HRL) Harrisburg, PA (MDT) Hartford, CT (BDL) Hattiesburg/Laurel, MS (PIB) Hayden, CO (HDN) Hays, KS (HYS) Helena, MT (HLN) Hibbing, MN (HIB) Hilo, HI (ITO) Hobbs, NM (HOB) Honolulu, HI (HNL) Houston, TX (HOU) Houston, TX (IAH) Huntsville, AL (HSV) Idaho Falls, ID (IDA) Indianapolis, IN (IND) International Falls, MN (INL) Iron Mountain/Kingsfd, MI (IMT) Islip, NY (ISP) Ithaca/Cortland, NY (ITH) Jackson, WY (JAC) Jackson/Vicksburg, MS (JAN) Jacksonville, FL (JAX) Jacksonville/Camp Lejeune, NC (OAJ) Jamestown, ND (JMS) Joplin, MO (JLN) Juneau, AK (JNU) Kahului, HI (OGG) Kalamazoo, MI (AZO) Kalispell, MT (FCA) Kansas City, MO (MCI) Ketchikan, AK (KTN)

PERCENT ONTIME

REPORTED OPERATIONS

ARR

DEP

ARR

DEP

81.6 81.2 77.3 58.1 80.3 87.0 89.2 74.1 91.1 91.4 89.6 80.8 82.2 78.2 87.9 79.3 77.4 81.0 77.7 69.3 80.2 79.2 77.0 62.9 81.9 80.6 87.5 90.5 63.0 85.0 83.4 85.7

82.6 80.7 78.1 64.5 82.5 88.9 91.7 74.1 92.1 89.7 92.3 79.0 82.3 80.8 90.5 79.1 79.2 74.1 73.2 70.5 76.6 79.9 78.0 67.5 85.5 72.6 90.5 89.6 70.7 85.8 83.2 85.7

288 510 2319 62 228 54 120 54 539 58 3936 4759 14045 641 199 3840 53 58 579 88 394 600 2237 240 83 62 328 2071 227 153 4347 182

287 509 2322 62 228 54 120 54 508 58 3937 4759 14058 641 199 3841 53 58 579 88 394 601 2236 240 83 62 327 2072 225 155 4346 182

CITY (AIRPORTS)

Key West, FL (EYW) Killeen, TX (GRK) Knoxville, TN (TYS) Kodiak, AK (ADQ) Kona, HI (KOA) Kotzebue, AK (OTZ) La Crosse, WI (LSE) Lafayette, LA (LFT) Lake Charles, LA (LCH) Lansing, MI (LAN) Laramie, WY (LAR) Laredo, TX (LRD) Las Vegas, NV (LAS) Latrobe, PA (LBE) Lawton/Fort Sill, OK (LAW) Lewiston, ID (LWS) Lexington, KY (LEX) Lihue, HI (LIH) Lincoln, NE (LNK) Little Rock, AR (LIT) Long Beach, CA (LGB) Longview, TX (GGG) Los Angeles, CA (LAX) Louisville, KY (SDF) Lubbock, TX (LBB) Lynchburg, VA (LYH) Madison, WI (MSN) Mammoth Lakes, CA (MMH) Manchester, NH (MHT) Manhattan/Ft. Riley, KS (MHK) Marquette, MI (MQT) Medford, OR (MFR)

PERCENT ONTIME

REPORTED OPERATIONS

ARR

DEP

ARR

DEP

81.0 80.6 74.7 84.6 91.3 91.8 69.2 79.2 81.1 70.2 87.0 80.5 85.6 81.7 88.2 94.1 78.2 90.6 75.3 81.3 80.4 81.0 84.5 77.7 84.7 60.4 78.3 64.5 75.7 75.7 58.4 76.4

77.8 77.2 81.6 84.6 90.6 86.9 73.7 80.8 85.7 74.6 92.6 79.4 83.9 87.1 88.2 96.2 79.4 90.7 78.7 84.4 79.5 89.7 84.2 77.7 86.7 63.8 81.4 58.1 80.5 88.2 64.0 70.6

474 247 1207 52 1167 61 156 370 148 252 54 205 13296 93 93 51 729 1133 170 988 1528 58 17795 1558 528 48 847 31 785 144 89 356

474 246 1208 52 1197 61 156 369 147 252 54 204 13291 93 93 52 727 1133 169 986 1528 58 17785 1560 526 47 843 31 784 144 89 354

19 AIR TRAVEL CONSUMER REPORT TABLE 7. ONTIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT JANUARY 2018

CITY (AIRPORTS)

Melbourne, FL (MLB) Memphis, TN (MEM) Meridian, MS (MEI) Miami, FL (MIA) Midland/Odessa, TX (MAF) Milwaukee, WI (MKE) Minneapolis, MN (MSP) Minot, ND (MOT) Mission/McAllen/Edinburg, TX (MFE) Missoula, MT (MSO) Mobile, AL (MOB) Moline, IL (MLI) Monroe, LA (MLU) Monterey, CA (MRY) Montgomery, AL (MGM) Montrose/Delta, CO (MTJ) Mosinee, WI (CWA) Muskegon, MI (MKG) Myrtle Beach, SC (MYR) Nashville, TN (BNA) New Bern/Morehead/Beaufort, NC (EWN) New Haven, CT (HVN) New Orleans, LA (MSY) New York, NY (JFK) New York, NY (LGA) Newark, NJ (EWR) Newburgh/Poughkeepsie, NY (SWF) Newport News/Williamsburg, VA (PHF) Niagara Falls, NY (IAG) Nome, AK (OME) Norfolk, VA (ORF) North Bend/Coos Bay, OR (OTH)

PERCENT ONTIME

REPORTED OPERATIONS

ARR

DEP

ARR

DEP

78.3 78.9 59.1 82.0 83.0 78.3 81.3 88.4 78.3 84.0 77.3 74.7 76.9 78.3 65.3 80.2 77.8 69.0 72.2 80.1 62.5 64.4 80.9 72.5 68.9 68.5 73.1 68.5 77.6 80.0 67.9 44.4

82.3 80.2 64.5 82.7 83.8 78.6 80.4 85.6 76.7 82.8 79.6 75.5 80.7 80.0 67.7 79.3 82.8 72.4 72.0 78.4 67.7 64.4 79.1 72.2 71.6 73.0 71.7 66.1 76.5 88.3 68.6 44.4

203 1799 93 7869 743 2806 11888 189 350 144 560 388 234 281 314 232 198 58 536 5702 160 90 4654 10055 13597 11629 145 235 67 60 1538 18

203 1797 93 7878 740 2809 11885 188 348 145 560 387 233 280 313 232 198 58 536 5701 161 90 4650 10050 13587 11641 145 236 68 60 1536 18

CITY (AIRPORTS)

Oakland, CA (OAK) Ogden, UT (OGD) Ogdensburg, NY (OGS) Oklahoma City, OK (OKC) Omaha, NE (OMA) Ontario, CA (ONT) Orlando, FL (MCO) Owensboro, KY (OWB) Paducah, KY (PAH) Pago Pago, TT (PPG) Palm Springs, CA (PSP) Panama City, FL (ECP) Pasco/Kennewick/Richland, WA (PSC) Pellston, MI (PLN) Pensacola, FL (PNS) Peoria, IL (PIA) Petersburg, AK (PSG) Philadelphia, PA (PHL) Phoenix, AZ (AZA) Phoenix, AZ (PHX) Pittsburgh, PA (PIT) Plattsburgh, NY (PBG) Pocatello, ID (PIH) Ponce, PR (PSE) Portland, ME (PWM) Portland, OR (PDX) Portsmouth, NH (PSM) Providence, RI (PVD) Provo, UT (PVU) Pueblo, CO (PUB) Punta Gorda, FL (PGD) Quincy, IL (UIN)

PERCENT ONTIME

REPORTED OPERATIONS

ARR

DEP

ARR

DEP

86.4 89.5 76.5 81.4 80.9 85.1 78.7 54.5 65.5 60.0 83.4 79.8 77.4 57.3 82.5 72.6 75.8 77.0 78.0 72.8 78.9 85.9 83.0 69.6 69.4 88.0 58.8 74.8 83.8 90.7 73.1 71.3

85.6 89.5 82.4 83.1 81.8 83.3 77.8 54.5 71.9 70.0 83.7 80.1 79.9 63.2 85.0 75.9 85.5 76.5 88.4 78.1 81.6 71.9 93.2 77.1 71.4 89.2 64.7 76.4 78.4 98.1 81.6 71.3

4192 19 17 1749 1861 1798 11623 11 58 10 1009 292 319 75 765 438 62 8731 440 14430 3778 64 88 69 797 4938 17 1459 37 54 413 80

4194 19 17 1751 1866 1798 11632 11 57 10 1010 292 319 76 766 436 62 8725 438 14435 3780 64 88 70 797 4937 17 1458 37 54 413 80

20 AIR TRAVEL CONSUMER REPORT TABLE 7. ONTIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT JANUARY 2018

CITY (AIRPORTS)

Raleigh/Durham, NC (RDU) Rapid City, SD (RAP) Redding, CA (RDD) Reno, NV (RNO) Rhinelander, WI (RHI) Richmond, VA (RIC) Roanoke, VA (ROA) Rochester, MN (RST) Rochester, NY (ROC) Rock Springs, WY (RKS) Rockford, IL (RFD) Roswell, NM (ROW) Sacramento, CA (SMF) Saginaw/Bay City/Midland, MI (MBS) Salt Lake City, UT (SLC) San Angelo, TX (SJT) San Antonio, TX (SAT) San Diego, CA (SAN) San Francisco, CA (SFO) San Jose, CA (SJC) San Juan, PR (SJU) San Luis Obispo, CA (SBP) Sanford, FL (SFB) Santa Ana, CA (SNA) Santa Barbara, CA (SBA) Santa Fe, NM (SAF) Santa Maria, CA (SMX) Santa Rosa, CA (STS) Sarasota/Bradenton, FL (SRQ) Sault Ste. Marie, MI (CIU) Savannah, GA (SAV) Scottsbluff, NE (BFF) Scranton/Wilkes-Barre, PA (AVP) Seattle, WA (SEA)

PERCENT ONTIME

REPORTED OPERATIONS

ARR

DEP

ARR

DEP

75.2 79.8 76.7 84.6 82.3 72.7 66.1 64.8 74.5 82.8 91.8 87.2 85.4 69.7 88.2 80.5 82.5 84.4 75.8 85.6 69.4 73.6 69.2 87.2 81.5 94.4 100.0 75.0 78.0 60.3 74.4 75.0 71.0 86.5

76.0 80.2 76.7 84.1 87.1 73.1 63.8 69.8 75.3 84.5 75.5 83.5 86.3 75.5 88.1 86.7 83.5 82.3 80.8 85.3 77.3 72.9 77.6 84.3 81.3 94.4 100.0 76.0 80.8 70.7 74.4 100.0 72.3 88.5

4463 243 90 1428 62 1814 174 247 1089 58 49 109 3639 198 9294 128 3091 7139 14143 4272 1944 390 727 3343 557 124 14 128 473 58 897 4 255 10719

4465 243 90 1430 62 1811 174 248 1090 58 49 109 3638 196 9282 128 3093 7136 14135 4277 1948 388 727 3341 557 124 14 129 473 58 900 3 253 10726

CITY (AIRPORTS)

Shreveport, LA (SHV) Sioux City, IA (SUX) Sioux Falls, SD (FSD) Sitka, AK (SIT) South Bend, IN (SBN) Spokane, WA (GEG) Springfield, IL (SPI) Springfield, MO (SGF) St. Cloud, MN (STC) St. George, UT (SGU) St. Louis, MO (STL) St. Petersburg, FL (PIE) State College, PA (SCE) Stillwater, OK (SWO) Stockton, CA (SCK) Sun Valley/Hailey/Ketchum, ID (SUN) Syracuse, NY (SYR) Tallahassee, FL (TLH) Tampa, FL (TPA) Texarkana, AR (TXK) Toledo, OH (TOL) Traverse City, MI (TVC) Trenton, NJ (TTN) Tucson, AZ (TUS) Tulsa, OK (TUL) Twin Falls, ID (TWF) Tyler, TX (TYR) Valdosta, GA (VLD) Valparaiso, FL (VPS) Waco, TX (ACT) Washington, DC (DCA) Washington, DC (IAD) Waterloo, IA (ALO) West Palm Beach/Palm Beach, FL (PBI)

PERCENT ONTIME

REPORTED OPERATIONS

ARR

DEP

ARR

DEP

81.4 74.5 79.1 85.4 67.5 87.1 66.7 79.8 94.4 91.2 82.6 79.5 76.1 81.0 68.2 69.0 72.0 79.8 79.2 83.5 68.7 71.7 68.8 81.8 80.7 88.8 81.1 85.1 81.1 72.3 75.5 84.1 77.6 71.4

82.6 72.3 72.8 87.6 71.2 89.2 75.7 80.8 77.8 89.4 80.0 89.2 78.4 86.0 52.3 68.0 74.1 78.7 80.2 80.0 74.2 76.1 67.1 86.5 87.0 88.2 77.5 77.0 83.8 74.8 76.8 83.8 81.0 70.8

559 94 526 89 458 952 150 693 18 274 5171 562 88 58 44 129 1098 455 6530 79 179 269 170 1536 1363 89 111 87 439 112 10752 5090 58 2516

559 94 526 89 458 950 148 692 18 274 5174 563 88 57 44 128 1094 456 6544 80 178 268 170 1536 1361 110 111 87 439 111 10742 5094 58 2522

21 AIR TRAVEL CONSUMER REPORT TABLE 7. ONTIME ARRIVAL AND DEPARTURE PERCENTAGE BY AIRPORT JANUARY 2018

CITY (AIRPORTS)

White Plains, NY (HPN) Wichita Falls, TX (SPS) Wichita, KS (ICT) Williston, ND (ISN) Wilmington, NC (ILM) Worcester, MA (ORH) Wrangell, AK (WRG) Yakutat, AK (YAK) Youngstown/Warren, OH (YNG) Yuma, AZ (YUM)

PERCENT ONTIME

REPORTED OPERATIONS

ARR

DEP

ARR

DEP

64.1 85.7 79.8 81.3 65.5 66.1 77.4 93.3 0.0 80.2

66.6 91.1 82.6 78.3 71.8 62.7 83.9 95.0 0.0 81.8

768 91 837 107 473 62 62 60 2 121

764 90 834 106 472 59 62 60 2 121

22 AIR TRAVEL CONSUMER REPORT TABLE 8. OVERALL NUMBER AND PERCENTAGE OF FLIGHT CANCELLATIONS BY CARRIER JANUARY 2018

AT 30 LARGEST U.S. AIRPORTS B/

AT ALL US AIRPORTS C/

CARRIER

PSA ENDEAVOR MESA JETBLUE REPUBLIC EXPRESSJET ENVOY SPIRIT SKYWEST SOUTHWEST DELTA AMERICAN UNITED FRONTIER VIRGIN AMERICA ALASKA ALLEGIANT HAWAIIAN TOTAL

NUMBER OF AIRPORTS REPORTED

FLIGHT OPERATIONS SCHEDULED

FLIGHT OPERATIONS CANCELLED

PERCENT OF OPERATIONS CANCELLED

NUMBER OF AIRPORTS REPORTED

FLIGHT OPERATIONS SCHEDULED

FLIGHT OPERATIONS CANCELLED

PERCENT OF OPERATIONS CANCELLED

12 19 13 25 19 15 13 21 25 25 30 28 27 23 18 25 7 8

11,758 10,259 9,548 17,395 16,470 10,496 11,726 11,365 34,993 62,855 53,847 59,947 37,966 6,426 5,386 9,993 1,088 512

792 645 558 1,016 924 516 433 273 808 1,441 1,132 1,177 744 104 100 75 6 0

6.7 6.3 5.8 5.8 5.6 4.9 3.7 2.4 2.3 2.3 2.1 2.0 2.0 1.6 1.9 0.8 0.6 0.0

94 115 103 64 83 124 125 38 219 86 146 96 97 58 27 68 118 17

22,210 18,234 16,353 24,871 25,212 20,166 22,502 14,180 62,207 109,676 71,254 73,598 45,384 9,707 5,824 15,312 6,814 6,627

1,553 1,113 984 1,471 1,375 997 861 369 1,565 2,467 1,539 1,478 898 188 103 142 61 11

7.0 6.1 6.0 5.9 5.5 4.9 3.8 2.6 2.5 2.2 2.2 2.0 2.0 1.9 1.8 0.9 0.9 0.2

372,030

10,744

2.9

570,131

17,175

3.0

For simplicity, statistics are displayed to one decimal place. Actual ranking order is based on our computer carrying out the number of decimal places to nine.

23

AIR TRAVEL CONSUMER REPORT TABLE 8A. NUMBER AND PERCENTAGE OF REGULARLY SCHEDULED FLIGHTS CANCELLED 5% OR MORE OF THE TIME JANUARY 2018

REGULARLY SCHEDULED FLIGHTS CANCELLED 5% OR MORE OF THE TIME CARRIER

PSA JETBLUE MESA REPUBLIC EXPRESSJET ENVOY SPIRIT ENDEAVOR FRONTIER AMERICAN SKYWEST UNITED VIRGIN AMERICA ALLEGIANT DELTA SOUTHWEST ALASKA HAWAIIAN TOTAL

NUMBER OF REGULARLY SCHEDULED FLIGHTS REPORTED NUMBERS

PERCENTAGE

1083 1003 997 1734 1586 1047 491 1774 485 3513 4090 2522 288 728 4889 24656 733 230

518 464 386 528 400 257 101 353 83 471 479 294 28 59 387 1931 32 1

47.8 46.2 38.7 30.4 25.2 24.5 20.5 19.8 17.1 13.4 11.7 11.6 9.7 8.1 7.9 7.8 4.3 0.4

51849

6772

13.1

For simplicity, statistics are displayed to one decimal place. Actual ranking order is based on our computer carrying out the number of decimal places to nine. NOTE: For a complete list of flights canceled 5% or more of the time, go to https://www.transtats.bts.gov/ONTIME/5PctCancels.aspx

24 AIR TRAVEL CONSUMER REPORT TABLE 9. CAUSES OF DELAY*, BY CARRIER JANUARY 2018 CAUSES OF DELAY

CARRIER

ALASKA

TOTAL RECORDS

ONTIME

% ONTIME

CANCEL LED

% CANCELL ED

DIVERT ED

% DIVERTED

AIR CARRIER DELAY

% AIR CARRIER DELAY

EXTREME WEATHER DELAY

% EXTREM E WEATHE R DELAY

NATIONAL AVIATION SYSTEM DELAY

% NATIONAL AVIATION SYSTEM DELAY

SECURITY DELAY

% SECURIT Y DELAY

LATE ARRIVING AIRCRAFT DELAY

% LATE ARRIVING AIRCRAFT DELAY

15312

13609

88.88%

142

0.93%

46

0.30%

374

2.44%

28

0.18%

753

4.92%

9

0.06%

351

2.29%

ALLEGIANT

6814

5354

78.57%

61

0.90%

29

0.43%

441

6.47%

71

1.04%

339

4.98%

9

0.13%

516

7.57%

AMERICAN

73598

60695

82.47%

1478

2.01%

106

0.14%

3837

5.21%

456

0.62%

3876

5.27%

28

0.04%

3122

4.24%

DELTA

71254

60057

84.29%

1539

2.16%

115

0.16%

2821

3.96%

1073

1.51%

2940

4.13%

4

0.01%

2705

3.80%

ENDEAVOR

18234

13955

76.53%

1113

6.10%

32

0.18%

818

4.49%

200

1.10%

1004

5.51%

0

0.00%

1112

6.10%

ENVOY

22502

16807

74.69%

861

3.83%

60

0.27%

1083

4.81%

316

1.40%

1631

7.25%

9

0.04%

1734

7.71%

EXPRESSJET

20166

15035

74.56%

997

4.94%

57

0.28%

1072

5.32%

100

0.50%

1403

6.96%

0

0.00%

1502

7.45%

FRONTIER

9707

7272

74.92%

188

1.94%

12

0.12%

617

6.36%

32

0.33%

700

7.21%

0

0.00%

886

9.13%

HAWAIIAN

6627

5854

88.34%

11

0.17%

11

0.17%

439

6.62%

36

0.54%

23

0.35%

8

0.12%

245

3.70%

JETBLUE

24871

16357

65.77%

1471

5.91%

70

0.28%

2523

10.14%

133

0.53%

1692

6.80%

20

0.08%

2604

10.47%

MESA

16353

12578

76.92%

984

6.02%

37

0.23%

943

5.77%

116

0.71%

840

5.14%

12

0.07%

843

5.16%

PSA

22210

15594

70.21%

1553

6.99%

56

0.25%

1525

6.87%

158

0.71%

1147

5.16%

16

0.07%

2161

9.73%

REPUBLIC

25212

19215

76.21%

1375

5.45%

45

0.18%

996

3.95%

210

0.83%

1903

7.55%

5

0.02%

1463

5.80%

SKYWEST

62207

46835

75.29%

1565

2.52%

294

0.47%

3231

5.19%

553

0.89%

3785

6.08%

17

0.03%

5927

9.53%

SOUTHWEST

109676

89745

81.83%

2467

2.25%

186

0.17%

5182

4.72%

214

0.20%

4113

3.75%

44

0.04%

7726

7.04%

SPIRIT

14180

11757

82.91%

369

2.60%

12

0.08%

472

3.33%

48

0.34%

1091

7.69%

15

0.11%

417

2.94%

UNITED

45384

38418

84.65%

898

1.98%

81

0.18%

1537

3.39%

339

0.75%

2475

5.45%

0

0.00%

1637

3.61%

5824

4804

82.49%

103

1.77%

6

0.10%

218

3.74%

15

0.26%

496

8.52%

7

0.12%

175

3.00%

570131

453941

79.62%

17175

3.01%

1255

0.22%

28129

4.93%

4098

0.72%

30211

5.30%

203

0.04%

35126

6.16%

VIRGIN AMERICA TOTAL

* Causes of Delay: · Air Carrier Delay: The cause of the cancellation or delay was due to circumstances within the airline’s control (e.g. maintenance or crew problems, etc.). · Extreme Weather Delay: Significant meteorological conditions (actual or forecasted) that, in the judgment of the carrier, delays or prevents the operation of a flight. · National Aviation System Delay: Delays and cancellations attributable to the national aviation system refer to a broad set of conditions -- non-extreme weather conditions, airport operations, heavy traffic volume, air traffic control, etc. · Security Delay: Delays caused by evacuation of terminal or concourse, re-boarding of aircraft because of security breach, inoperative screening equipment and long lines in excess of 29 minutes at screening areas. · Late Arriving Aircraft Delay: Previous flight with same aircraft arrived late which caused the present flight to depart late. A “cancelled” flight is a flight that was not operated, but was in the carrier's computer reservation system within 7 days of the scheduled departure. A “diverted” flight is a flight which is operated from the scheduled origin point to a point other than the scheduled destination point in the carrier's published schedule.

25 AIR TRAVEL CONSUMER REPORT TABLE 10. OVERALL CAUSES OF DELAY* JANUARY 2018

* Causes of Delay: · Air Carrier Delay: The cause of the cancellation or delay was due to circumstances within the airline’s control (e.g. maintenance or crew problems, etc.). · Extreme Weather Delay: Significant meteorological conditions (actual or forecasted) that, in the judgment of the carrier, delays or prevents the operation of a flight. · National Aviation System Delay: Delays and cancellations attributable to the national aviation system refer to a broad set of conditions -- non-extreme weather conditions, airport operations, heavy traffic volume, air traffic control, etc. · Security Delay: Delays caused by evacuation of terminal or concourse, re-boarding of aircraft because of security breach, inoperative screening equipment and long lines in excess of 29 minutes at screening areas. · Late Arriving Aircraft Delay: Previous flight with same aircraft arrived late which caused the present flight to depart late. A “cancelled” flight is a flight that was not operated, but was in the carrier's computer reservation system within 7 days of the scheduled departure. A “diverted” flight is a flight which is operated from the scheduled origin point to a point other than the scheduled destination point in the carrier's published schedule.

Note: For additional airline-specific information, visit https://www.transtats.bts.gov/OT_Delay/OT_DelayCause1.asp

26 AIR TRAVEL CONSUMER REPORT TABLE 11. LIST OF DOMESTIC FLIGHTS WITH TARMAC DELAYS OVER 3 HOURS BY CARRIER JANUARY 2018

Flight Number

Origin Airport

Destination Airport

Date of Flight

Location of Longest Tarmac Time

Minutes of Tarmac Delay

JETBLUE

746

PSE

JFK

1/4/2018

Destination Airport

258

DELTA

1960

MSP

PHL

1/22/2018

Origin Airport

232

DELTA

2003

MSP

STL

1/22/2018

Origin Airport

223

DELTA

1151

MSP

SFO

1/22/2018

Origin Airport

205

PSA

5431

CLT

PIA

1/17/2018

Origin Airport

198

MESA

6262

PSP

IAH

1/11/2018

Diversion Airport (SAT)

194

JETBLUE

263

JFK

SEA

1/5/2018

Origin Airport

193

ENDEAVOR

4008

JFK

PWM

1/5/2018

Origin Airport

191

UNITED

1967

IAH

ORD

1/16/2018

Origin Airport

190

AMERICAN

2347

MIA

DCA

1/9/2018

Diversion Airport (IAD)

189

ENDEAVOR

4040

JFK

JAX

1/5/2018

Origin Airport

185

JETBLUE

326

TPA

JFK

1/4/2018

Destination Airport

183

Air Carrier

Note: Tarmac delays of more than 3 hours on any domestic flight based on reports from all carriers operating domestic flights within the U.S. (Part 234 and 244). * See Appendix at end of this section for list of airport codes.

27 AIR TRAVEL CONSUMER REPORT TABLE 11A. LIST OF INTERNATIONAL FLIGHTS WITH TARMAC DELAYS OVER 4 HOURS BY CARRIER/JANUARY 2018 Flight Number

Origin Airport

Destination Airport

Date of Flight

Location of Longest Tarmac Time

Minutes of Tarmac Delay

AIR CHINA

989

PEK

JFK

1/5/2018

Destination Airport

405

CHINA EASTERN

297

PVG

JFK

1/5/2018

Destination Airport

393

CHINA AIRLINES

11

JFK

TPE

1/6/2018

Origin Airport

369

AIR FRANCE

4148

CDG

JFK

1/5/2018

Destination Airport

360

KUWAIT AIRWAYS

117

SNN

JFK

1/5/2018

Destination Airport

342

6

HND

JFK

1/4/2018

Destination Airport

335

Air Carrier

JAPAN AIR TAME

551

JFK

UIO

1/5/2018

Diversion Airport (JFK)

333

AIR CHINA

981

PEK

JFK

1/4/2018

Destination Airport

318

KOREAN AIR

81

ICN

JFK

1/5/2018

Destination Airport

318

XIAMEN

849

FOC

JFK

1/6/2018

Destination Airport

300

BRITISH AIRWAYS

194

IAH

LHR

1/16/2018

Origin Airport

292

AEROFLOT

122

SVO

JFK

1/6/2018

Destination Airport

285

JETBLUE

787

JFK

SXM

1/4/2018

Origin Airport

284

NORWEGIAN AIR

7015

LGW

JFK

1/5/2018

Destination Airport

280

AVIANCA

152

BOG

JFK

1/5/2018

Destination Airport

278

AEROLÍNEAS ARGENTINAS

1300

EZE

JFK

1/4/2018

Diversion Airport (IAD)

275

AIR CHINA

981

PEK

JFK

1/4/2018

Diversion Airport (ORD)

274

JAPAN AIR

4

NRT

JFK

1/4/2018

Diversion Airport (ORD)

272

NORWEGIAN AIR

7001

OSL

JFK

1/5/2018

Destination Airport

271

AIR INDIA

101

DEL

JFK

1/6/2018

Destination Airport

266

AIR FRANCE

8

CDG

JFK

1/5/2018

Destination Airport

266

SINGAPORE AIRLINES

26

FRA

JFK

1/4/2018

Diversion Airport (SWF)

265

ASIANA

222

ICN

JFK

1/6/2018

Destination Airport

260

ALITALIA

8604

YUL

JFK

1/5/2018

Destination Airport

259

EMIRATES

201

DXB

JFK

1/5/2018

Destination Airport

254

NORWEGIAN AIR

7011

CPH

JFK

1/5/2018

Destination Airport

253

JETBLUE

1835

JFK

PAP

1/4/2018

Origin Airport

249

4

NRT

JFK

1/4/2018

Destination Airport

247

JAPAN AIR NORWEGIAN AIR

7005

ARN

JFK

1/5/2018

Destination Airport

247

NORWEGIAN AIR

7919

CDG

JFK

1/6/2018

Destination Airport

246

EMIRATES

207

DXB

JFK

1/4/2018

Destination Airport

245

SOUTH AFRICAN AIRWAYS

203

JNB

JFK

1/5/2018

Destination Airport

245

Note: Tarmac delays of more than 4 hours on any international flight at its U.S. airport departure from or arrival in the U.S., based on reports from all U.S. and foreign carriers operating international flights to and from the U.S. (Part 244). * See Appendix at end of this section for list of airport codes.

28 AIR TRAVEL CONSUMER REPORT TABLE 12. NUMBER AND PERCENTAGE OF REGULARLY SCHEDULED DOMESTIC FLIGHTS EXPERIENCING TARMAC DELAYS OVER 2 HOURS BY CARRIER JANUARY 2018

TARMAC DELAYS OVER 2 HOURS CARRIER

PSA ENDEAVOR AMERICAN JETBLUE DELTA UNITED FRONTIER VIRGIN AMERICA REPUBLIC EXPRESSJET SKYWEST SPIRIT MESA ENVOY ALLEGIANT SOUTHWEST ALASKA HAWAIIAN TOTAL

NUMBER OF REGULARLY SCHEDULED FLIGHTS REPORTED FROM CARRIER

22210 18234 73598 24871 71254 45384 9707 5824 25212 20166 62207 14180 16353 22502 6814 109676 15312 6627 570131

NUMBERS

PERCENTAGE

33 27 72 20 56 34 7 4 16 12 30 6 6 8 2 19 1 0 353

0.15 0.15 0.10 0.08 0.08 0.07 0.07 0.07 0.06 0.06 0.05 0.04 0.04 0.04 0.03 0.02 0.01 0.00 0.06

Note: Tarmac delays of 2 hours or more on any scheduled domestic flight based on reports from carriers reporting Part 234 monthly on-time data. For simplicity, statistics are displayed to one decimal place. Actual ranking order is based on our computer carrying out the number of decimal places to nine.

29 FOOTNOTES FOR TABLES 1 THROUGH 6 (FLIGHT DELAYS) AND 8 (CANCELLATIONS)

A

See Appendix for list of carrier codes.

B

See Appendix for a list of largest 30 airports. Data include all reported domestic flight operations to the 30 largest airports (e.g., Albany to Atlanta, Toledo to Boston).

C

All domestic airports for which carriers reported data. Data include all reported domestic flight operations to the 30 largest airports and from those airports to other destinations (e.g., Albany to Atlanta, and Atlanta to Albany). In addition, for carriers that reported data for their entire domestic systems, the data also include all reported domestic flight operations between other airports (e.g., Albany to Toledo).

D

"On time" means an arrival less than 15 minutes after scheduled arrival time; cancelled and diverted flights are not considered on-time arrivals.

E

"On time" means a departure less than 15 minutes after scheduled departure time; cancelled flights are not considered on-time departures; diverted flights may be on time or late departures, depending on actual departure time.

F

Incomplete data; percentage based on operations reported.

G

Carrier did not report useable data.

H

Carrier did not serve airport.

I

Regularly scheduled flights are those for which the carrier reported at least 15 operations for the month.

J

Blanks in any time interval in Tables 3 and 4 indicate no arrival operations (Table 3) or departure operations (Table 4) for domestic flights of the reporting carriers during that time period. Other carriers, including code-sharing partners, may operate during those periods.

K

Flights listed arrived at the scheduled destination gate more than 30 minutes after the published arrival time more than 50 percent of the time in each month. Some flights on the list are a combination of flights operated by the same carrier between the same origin and destination with a change in scheduled departure time of 30 minutes or less.

30

APPENDIX NOTE: The Department of Transportation has screened the reporting carriers' data for completeness and verified all arithmetic data elements computed by the carriers (e.g., length of delay). Individual flight operation records with incorrect calculations, erroneous city-pairs, or missing data elements were rejected and excluded from the data base; such rejected records accounted for less than 0.01% of the flight operations records submitted. Any errors in the data base with respect to basic flight data -- non-computed data elements such as flight numbers, scheduled and actual arrival/departure times, days of operation -- are the responsibility of the reporting carrier. 30 Largest U.S. Airports

Atlanta: Hartsfield-Jackson Balt/Wash: Thurgood Marshall Boston: Logan International Charlotte: Douglas Chicago: Midway Chicago: O'Hare Dallas-Fort Worth: International Denver: International Detroit: Metro Wayne County Ft. Lauderdale: International Honolulu: Daniel K Inouye Int’l Houston: George Bush Las Vegas: McCarran International Los Angeles: International Miami: International Minneapolis-St. Paul: International Newark: Liberty International New York: JFK International New York: LaGuardia Orlando: International Philadelphia: International Phoenix: Sky Harbor International Portland: International Salt Lake City: International San Diego: Lindbergh Field San Francisco: International Seattle-Tacoma: International Tampa: Tampa International Washington: Dulles Washington: Reagan National

Air Carriers Required to Report Data to DOT and to CRS Vendors*

ATL BWI BOS CLT MDW ORD DFW DEN DTW FLL HNL IAH LAS LAX MIA MSP EWR JFK LGA MCO PHL PHX PDX SLC SAN SFO SEA TPA IAD DCA

AS G4 AA DL 9E MQ EV F9 HA B6 YV OH YX OO WN NK UA VX

Alaska Airlines Allegiant Air American Airlines Delta Air Lines Endeavor Air Envoy Air ExpressJet Airlines Frontier Airlines Hawaiian Airlines JetBlue Airways Mesa Airlines PSA Airlines Republic Airline SkyWest Airlines Southwest Airlines Spirit Airlines United Airlines Virgin America

* Based on the Bureau of Transportation Statistics’ Technical Reporting Directive #27, issued August 15, 2017, effective January 1, 2018: https://www.bts.gov/topics/airlines-andairports/number-27-technical-directive-time-reporting-effective-jan-12018

.

31

MISHANDLED BAGGAGE This section gives the rate of mishandled-baggage reports per 1,000 passengers by carrier and for the industry. The rate is based on the total number of reports each carrier received from passengers concerning lost, damaged, delayed or pilfered baggage. The reports of mishandled baggage do not distinguish between carriers that interline and those that do not. As with the data on flight delays in the previous section, these baggage statistics are filed with DOT's Bureau of Transportation Statistics (Office of Airline Information) on a monthly basis by U.S. airlines that have at least one percent of total domestic scheduled-service passenger revenues. See 14 CFR Part 234.

32 AIR TRAVEL CONSUMER REPORT MISHANDLED BAGGAGE REPORTS FILED BY PASSENGERS U.S. AIRLINES*

JANUARY 2018

RANK

AIRLINE

TOTAL BAGGAGE REPORTS 3,513

JANUARY 2017

1,766,696

REPORTS PER 1000 PASSENGERS 1.99

TOTAL BAGGAGE REPORTS 3,029

1,640,754

REPORTS PER 1000 PASSENGERS 1.85

2,455,106

2.30

5,259

2,737,977

1.92

1,091

580,630

1.88

3,971

1,793,803

2.21

2.97

6,827

1,147,969

5.95

3.01

26,921

8,747,031

3.08

11,842,658

3.11

37,544

11,231,184

3.34

2,729

837,398

3.26

2,964

844,841

3.51

19,908

6,021,879

3.31

19,309

5,828,072

3.31

38,713

8,381,833

4.62

33,827

9,289,525

3.64

11,581

2,327,637

4.98

12,021

2,332,048

5.15

4,593

685,159

6.70

8,811

1,393,686

6.32

6,920

864,463

8.00

**

**

**

166,015

47,392,088

3.50

161,574

47,567,520

3.40

ENPLANED PASSENGERS

1

SPIRIT AIRLINES

2

JETBLUE AIRWAYS

5,636

3

VIRGIN AMERICA

1,497

635,970

2.35

4

ALASKA AIRLINES

4,832

1,848,562

2.61

5

FRONTIER AIRLINES

4,272

1,440,668

6

DELTA AIR LINES

24,952

8,284,059

7

SOUTHWEST AIRLINES

36,869

8

HAWAIIAN AIRLINES

9

UNITED AIRLINES

10

AMERICAN AIRLINES

11

SKYWEST AIRLINES

12

EXPRESSJET AIRLINES

13

ENVOY AIR TOTALS

ENPLANED PASSENGERS

For simplicity, statistics are displayed to two decimal places. Actual ranking order is based on our computer carrying out the number of decimal places to nine. TOTAL BAGGAGE REPORTS - For the domestic system only. These are passenger reports of mishandled baggage, including those that did not subsequently result in claims for compensation. ENPLANED PASSENGERS - For the domestic system only.

* All U.S. airlines with at least one percent of total domestic scheduled-service passenger revenues, as determined by DOT's Bureau of Transportation Statistics. ** Airline was not a ranked carrier in 2017.

33

OVERSALES

This section furnishes data on the number of passengers who hold confirmed reservations and are denied boarding ("bumped") from a flight because it is oversold. These figures include only passengers whose oversold flight departs without them; they do not include passengers affected by cancelled, delayed or diverted flights. The report includes U.S. airlines that have at least one percent of total domestic scheduled-service passenger revenues and operate aircraft with a passenger capacity of 30 or more seats (see footnote on chart for details). It provides system data for scheduled passenger service on domestic flights and data on international flight segments that originate in the United States. Information is displayed for the latest available quarter and for the year to date, for the current period and for the same period in the previous year. The data are reported quarterly to DOT's Bureau of Transportation Statistics (Office of Airline Information). The reporting requirement is found in 14 CFR 250.10. These tables give information by carrier on the number of passengers bumped involuntarily and on the number who voluntarily gave up their seat on an oversold flight in exchange for compensation. Also shown is the rate of involuntary denied boardings per 10,000 passengers. This rate determines the order in which carriers are listed; the airline with the lowest rate appears first. The number and rate of involuntary denied boardings include both passengers who received denied boarding compensation and passengers who did not qualify for compensation because of one of the exceptions in the oversales rule. There are four exceptions: 1) passenger accommodated on another flight scheduled to arrive within one hour of the original flight; 2) passenger fails to comply with ticketing, check-in or reconfirmation procedures; 3) aircraft of smaller capacity is substituted; and (4) passenger is denied boarding due to safety-related weight restrictions on an aircraft with 60 or fewer seats. Totals appear at the end of each table. The enplanements figures that are used to calculate the involuntary denied boarding rate do not include inbound international service, since the rule does not apply to these flights.

34 AIR TRAVEL CONSUMER REPORT PASSENGERS DENIED BOARDING BY U.S. AIRLINES*

OCTOBER - DECEMBER 2017

Voluntary

Involuntary

Passengers

Involuntary DB's per 10,000 Passengers

24,793

10

32,506,060

0.00

DENIED BOARDINGS (DB'S) Rank

Airline

OCTOBER - DECEMBER 2016

Enplaned

Voluntary

Involuntary

Passengers

Involuntary DB's per 10,000 Passengers

36,471

326

32,044,038

0.10

DENIED BOARDINGS (DB'S)

Enplaned

1

DELTA AIR LINES

2

JETBLUE AIRWAYS

432

3

8,936,805

0.00

439

1,036

8,719,175

1.19

3

UNITED AIRLINES

8,483

44

23,766,600

0.02

15,696

891

22,398,395

0.40

4

EXPRESSJET AIRLINES

3,213

7

2,977,522

0.02

8,615

641

5,019,172

1.28

5

HAWAIIAN AIRLINES

408

9

2,710,707

0.03

126

19

2,669,657

0.07

6

SKYWEST AIRLINES

7,800

68

8,776,536

0.08

10,680

758

7,411,535

1.02

7

AMERICAN AIRLINES

14,215

416

32,802,049

0.13

11,806

1,714

31,546,560

0.54

8

ALASKA AIRLINES

1,552

131

6,103,747

0.21

1,600

197

5,665,703

0.35

9

VIRGIN AMERICA

213

71

2,193,909

0.32

611

17

2,017,391

0.08

10

SOUTHWEST AIRLINES

4,393

1,601

39,969,392

0.40

19,116

3,072

38,502,306

0.80

11

SPIRIT AIRLINES

4,547

385

5,804,607

0.66

1,167

196

5,052,694

0.39

12

FRONTIER AIRLINES

860

403

4,538,268

0.89

450

163

3,771,280

0.43

70,909

3,148

171,086,202

0.18

106,777

9,030

164,817,906

0.55

TOTALS

For simplicity, statistics are displayed to two decimal places. Actual ranking order is based on our computer carrying out the number of decimal places to nine.

* All U.S. airlines with at least one percent of total domestic scheduled-service passenger revenues, as determined by DOT's Bureau of Transportation Statistics. The carriers that are ranked in this table are the same carriers that are ranked in the "Flight Delays," "Oversales," and "Consumer Complaints" sections of this report.

35 AIR TRAVEL CONSUMER REPORT PASSENGERS DENIED BOARDING BY U.S. AIRLINES*

JANUARY - DECEMBER 2017

Voluntary

Involuntary

Passengers

Involuntary DB's per 10,000 Passengers

128,331

689

132,302,215

0.05

DENIED BOARDINGS (DB'S) Rank

Airline

JANUARY - DECEMBER 2016

1

DELTA AIR LINES

2

HAWAIIAN AIRLINES

3

UNITED AIRLINES

4 5 6

ALASKA AIRLINES

7,974

7

AMERICAN AIRLINES

47,459

8

JETBLUE AIRWAYS

2,081

9

SOUTHWEST AIRLINES

10

EXPRESSJET AIRLINES

11

FRONTIER AIRLINES

12

SPIRIT AIRLINES TOTALS

341,703

Enplaned

Voluntary

Involuntary

Passengers

Involuntary DB's per 10,000 Passengers

129,825

1,238

129,281,098

0.10

DENIED BOARDINGS (DB'S)

Enplaned

638

101

11,133,441

0.09

326

49

10,824,495

0.05

47,057

2,111

93,797,365

0.23

62,895

3,765

86,836,527

0.43

VIRGIN AMERICA

1,934

236

8,283,938

0.28

2,375

94

7,945,329

0.12

SKYWEST AIRLINES

35,145

985

33,292,890

0.30

41,476

2,935

29,986,918

0.98

789

24,921,671

0.32

6,806

931

23,390,900

0.40

4,933

130,819,181

0.38

54,259

8,312

130,894,653

0.64

1,478

36,191,843

0.41

1,705

3,176

34,710,003

0.92

36,482

8,279

155,958,380

0.53

88,628

14,979

150,655,354

0.99

19,460

792

14,716,334

0.54

33,590

3,182

21,139,038

1.51

2,376

943

16,598,211

0.57

2,096

851

14,666,332

0.58

12,766

1,887

22,874,254

0.82

5,838

1,614

20,287,618

0.80

23,223

680,889,723

0.34

429,819

41,126

660,618,265

0.62

For simplicity, statistics are displayed to two decimal places. Actual ranking order is based on our computer carrying out the number of decimal places to nine.

* All U.S. airlines with at least one percent of total domestic scheduled-service passenger revenues, as determined by DOT's Bureau of Transportation Statistics. The carriers that are ranked in this table are the same carriers that are ranked in the "Flight Delays," "Oversales," and "Consumer Complaints" sections of this report.

36

CONSUMER COMPLAINTS This section summarizes aviation consumer complaints filed with the Department via internet, in writing or by telephone. DOT has not determined the validity of the complaints. The report does not include safety complaints (which are handled by the Federal Aviation Administration) or security complaints (which are handled by the Transportation Security Administration). An explanation of each section of the report appears below: Summary - Table 1 gives the total number of complaints, and also breaks down complaints by industry groups (U.S. airlines, tour operators, etc.). As with most other sections of the report, figures for the current month are compared to the same month in the previous year. Complaint Categories - Table 2 ranks the categories of complaints (baggage, refunds, etc.). A detailed explanation of each category appears at the end of the report. U.S. Airlines - Table 3 shows the number of complaints against individual U.S. airlines, listed alphabetically and broken down by complaint category. Incident Date - Table 4 shows the number of complaints against individual U.S. airlines, listed alphabetically and broken down by the percentage of complaints where the incident occurred in the most recent month versus previous periods (Incident Date data is not included in YTD section). Companies Other Than U.S. Airlines - Table 5 (Table 4 in YTD reports) provides the same information as above for foreign airlines, and for tour operators, travel agents, etc. Airline Rankings - Table 6 (Table 5 in YTD reports) ranks the largest U.S. airlines (those that each account for 0.5 percent of total domestic scheduled-service passenger revenues according to the rate of complaints per 100,000 passengers. The system-wide enplanements (domestic and international scheduled and charter revenue passenger counts) are derived from the Form 41 Schedule T-100 traffic reports that carriers, under certification, are required to submit to BTS within 30 days following the end of each reporting month (14 CFR Part 241). System wide enplanements used for the complaint ranking ratios exclude military charters and non-revenue passengers.

37 AIR TRAVEL CONSUMER REPORT

TABLE 1 CONSUMER COMPLAINTS SUMMARY

JANUARY 2018 COMPLAINTS

OPINIONS

COMPLIMENTS

JANUARY 2017 INFO REQUESTS

COMPLAINTS

OPINIONS

COMPLIMENTS

INFO REQUESTS

U.S. AIRLINES

703

189

2

115

1,005

38

3

107

FOREIGN AIRLINES

694

2

0

60

601

4

1

40

TRAVEL AGENTS

40

0

0

11

34

3

0

7

TOUR OPERATORS

2

0

0

0

1

0

0

0

MISCELLANEOUS

12

10

0

54

12

18

0

8

1,451

201

2

240

1,653

63

4

162

INDUSTRY TOTALS

38 AIR TRAVEL CONSUMER REPORT Table 2 COMPLAINT CATEGORIES*

JANUARY 2018 COMPLAINT CATEGORY FLIGHT PROBLEMS

RANKING

COMPLAINTS**

1

JANUARY 2017

SUB-CATEGORY

451

RANKING 1

COMPLAINTS**

SUB-CATEGORY

527

CANCELLATION

178

233

DELAY

177

171

57

72

MISCONNECTION BAGGAGE

2

283

2

352

FARES

3

164

6

102

RESERVATIONS/TICKETING/BOARDING

4

148

3

191

REFUNDS

5

130

5

133

CUSTOMER SERVICE

6

125

4

157

DISABILITY

7

66

7

77

OVERSALES

8

43

9

36

OTHER

9

28

8

58

FREQUENT FLYER

13

46

DISCRIMINATION

10

7

10

12

ADVERTISING

11

5

11

8

ANIMALS

12

1

0

0

COMPLAINT TOTAL

* A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES IS ATTACHED. ** INCLUDES FIGURES FOR SUB-CATEGORIES.

1,451

1,653

39 AIR TRAVEL CONSUMER REPORT Table 3 COMPLAINTS AGAINST U.S. AIRLINES BY COMPLAINT CATEGORIES* JANUARY 2018 U.S. AIRLINES** ALPHABETICAL

FLIGHT OVER- RES/TKT/ CUSTOMER DISADVERT- DISCRIMFARES REFUNDS BAGGAGE ANIMALS OTHER TOTAL PROBLEMS SALES BOARDING SERVICE ABILITY ISING INATION

AIR WISCONSIN ALASKA AIRLINES ALLEGIANT AIR AMERICAN AIRLINES DELTA AIR LINES ENDEAVOR AIR ENVOY AIR FRONTIER AIRLINES HAWAIIAN AIRLINES JETBLUE AIRWAYS MESA AIRLINES PSA AIRLINES SILVER AIRWAYS SKYWEST AIRLINES SOUTHWEST AIRLINES SPIRIT AIRLINES TRANS STATES AIRLINES UNITED AIRLINES VIRGIN AMERICA Other U.S. Airlines

7 1 11 39 32 4 5 17 2 32 7 6 0 14 20 15 2 24 2 14

0 1 0 7 2 0 2 1 0 0 0 0 0 1 1 6 0 3 2 1

0 1 3 15 12 0 4 6 0 1 0 0 2 0 4 11 0 17 2 2

0 0 3 9 8 0 0 3 1 0 0 0 2 0 0 8 0 7 0 1

0 0 2 15 2 0 0 0 0 0 0 0 0 0 1 5 0 6 1 5

0 0 3 24 17 1 0 4 1 5 1 0 3 0 10 3 1 29 1 4

0 1 0 18 12 2 1 4 3 3 2 0 2 1 4 5 2 17 1 0

0 1 2 15 9 0 0 2 2 3 0 0 0 0 5 3 0 10 0 0

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 2 0 0

0 0 0 1 1 1 0 0 0 0 1 0 0 0 1 1 0 0 0 1

0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0

0 0 0 1 3 0 0 1 1 2 0 0 0 0 0 2 0 4 0 1

7 5 24 144 98 8 12 38 10 47 11 6 9 16 46 60 5 119 9 29

TOTAL JANUARY 2018 % of TOTAL COMPLAINTS

254 36.1

27 3.8

80 11.4

42 6.0

37 5.3

107 15.2

78 11.1

52 7.4

3 0.4

7 1.0

1 0.1

15 2.1

703

TOTAL JANUARY 2017 % of TOTAL COMPLAINTS

385 38.3

22 2.2

86 8.6

47 4.7

58 5.8

192 19.1

91 9.1

63 6.3

5 0.5

9 0.9

0 0

47 4.7

1,005

* A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS THIS SECTION. ** AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED FIVE (5) OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE INCLUDED UNDER 'OTHER U.S. AIRLINES.'

40 AIR TRAVEL CONSUMER REPORT Table 4 COMPLAINTS AGAINST U.S. AIRLINES BY INCIDENT DATE*

U.S. AIRLINES ALPHABETICAL AIR WISCONSIN ALLEGIANT AIR AMERICAN AIRLINES DELTA AIR LINES ENDEAVOR AIR ENVOY AIR FRONTIER AIRLINES HAWAIIAN AIRLINES JETBLUE AIRWAYS MESA AIRLINES PSA AIRLINES SILVER AIRWAYS SKYWEST AIRLINES SOUTHWEST AIRLINES SPIRIT AIRLINES TRANS STATES AIRLINES UNITED AIRLINES VIRGIN AMERICA ALASKA AIRLINES Other U.S. Airlines Totals Previous Year's Totals

PERCENT

INCIDENTS IN DEC

PERCENT

3 15 65 48 3 8 24 2 36 9 4 6 9 26 35 3 53 3 0 13

42.9 62.5 45.1 49.0 37.5 66.7 63.2 20.0 76.6 81.8 66.7 66.7 56.3 56.5 58.3 60.0 44.5 33.3 0.0 44.8

2 2 42 25 2 2 10 3 6 1 2 1 6 6 13 1 34 2 3 8

28.6 8.3 29.2 25.5 25.0 16.7 26.3 30.0 12.8 9.1 33.3 11.1 37.5 13.0 21.7 20.0 28.6 22.2 60.0 27.6

INCIDENTS IN ALL PRIOR MONTHS 1 5 23 17 2 1 3 4 3 0 0 2 1 9 4 0 28 1 0 6

365 516

51.9 51.3

171 258

24.3 25.7

110 148

COMPS RECD IN JAN

INCIDENTS IN JAN

7 24 144 98 8 12 38 10 47 11 6 9 16 46 60 5 119 9 5 29 703 1,005

14.3 20.8 16.0 17.3 25.0 8.3 7.9 40.0 6.4 0.0 0.0 22.2 6.3 19.6 6.7 0.0 23.5 11.1 0.0 20.7

UNKNOWN INCIDENT DATE 1 2 14 8 1 1 1 1 2 1 0 0 0 5 8 1 4 3 2 2

15.6 14.7

57 83

PERCENT

PERCENT

14.3 8.3 9.7 8.2 12.5 8.3 2.6 10.0 4.3 9.1 0.0 0.0 0.0 10.9 13.3 20.0 3.4 33.3 40.0 6.9 8.1 8.3

* AIRLINES ARE LISTED INDIVIDUALLY IF DOT RECEIVED FIVE (5) OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS AGAINST U.S. AIRLINES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE INCLUDED UNDER 'OTHER U.S. AIRLINES.'

41 AIR TRAVEL CONSUMER REPORT Table 5 COMPANIES OTHER THAN U.S. AIRLINES* BY COMPLAINT CATEGORY**/JANUARY 2018

FOREIGN AIRLINES AEROFLOT AEROMEXICO AIR CANADA AIR CHINA AIR FRANCE AIR INDIA AIR NEW ZEALAND ALITALIA AIRLINES AVIANCA BRITISH AIRWAYS CATHAY PACIFIC AIRWAYS CHINA EASTERN AIRLINES CHINA SOUTHERN AIRLINES COPA EL AL ISRAEL EMIRATES AIRLINES ETHIOPIAN AIRLINES ETIHAD AIRWAYS IBERIA AIRLINES ICELANDAIR INTERJET JAPAN AIR LINES JET AIRWAYS KLM KOREAN AIR LINES LATAM LUFTHANSA NORWEGIAN AIR SHUTTLE QATAR AIRWAYS ROYAL AIR MAROC SANTA BARBARA AIRLINES SOUTH AFRICAN AIRWAYS SWISS AIR TAME TURKISH AIRLINES VOLARIS AIRLINES WOW AIR OTHER FOREIGN AIRLINES TOTALS

FLIGHT PROBLEMS

OVERSALES

RES/TKT/ BOARDING

FARES

REFUNDS

BAGGAGE

CUSTOMER SERVICE

DISABILITY

ADVERTISING

DISCRIMINATION

ANIMALS

2 3 8 14 21 2 0 2 9 6 1 1 3 1 5 3 4 0 1 1 3 3 0 2 3 4 2 10 1 4 1 2 1 20 1 3 14 32 193

0 0 2 0 2 0 0 0 0 0 0 0 0 1 0 0 0 1 0 1 0 0 0 0 0 0 1 0 0 1 0 0 0 0 0 4 0 3 16

0 3 2 1 1 1 0 1 1 4 0 2 1 0 0 4 3 4 1 0 0 1 1 0 0 1 3 1 3 1 1 0 1 0 2 0 3 11 58

0 0 0 0 16 2 59 2 1 2 0 1 0 0 0 2 3 1 1 1 2 1 0 0 0 0 0 2 0 0 0 2 1 0 1 0 5 5 110

1 2 0 6 4 3 0 0 9 1 0 2 2 2 0 2 0 1 1 1 0 0 0 0 0 1 2 0 2 3 5 0 0 1 8 1 4 11 75

5 5 12 15 7 4 0 3 5 4 1 2 2 0 4 10 1 3 5 0 1 0 3 5 0 3 8 7 4 5 0 1 4 3 5 2 12 24 175

0 1 4 1 1 2 0 1 2 1 2 0 0 1 0 5 0 2 0 0 1 1 3 1 1 1 0 1 2 0 0 0 0 0 1 4 2 4 45

0 0 1 0 2 0 0 0 0 0 0 0 0 0 0 3 0 0 2 0 0 0 0 1 1 0 0 1 0 1 0 0 1 0 0 0 1 0 14

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 1

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

OTHER TOTAL 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 1 1 1 0 2 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 7

8 14 29 37 54 14 59 9 27 18 5 8 8 5 9 29 11 13 12 5 7 8 7 9 5 10 16 22 12 15 7 5 8 24 19 15 41 90 694

42 AIR TRAVEL CONSUMER REPORT Table 5, cont’d. COMPANIES OTHER THAN U.S. AIRLINES* BY COMPLAINT CATEGORY**/JANUARY 2018

EXPEDIA.COM JUSTFLY.COM OTHER TRAVEL AGENTS TOTALS

FLIGHT PROBLEMS 0 1 0 1

OVERSALES 0 0 0 0

RES/TKT/ BOARDING 2 4 4 10

TOUR OPERATORS OTHER TOUR OPERATORS TOTALS

0 0

0 0

MISCELLANEOUS Other Miscellaneous TOTALS

3 3

0 0

TRAVEL AGENTS

0 0 1 1

CUSTOMER SERVICE 0 0 1 1

DISABILITY 0 0 0 0

ADVERTISING 0 0 1 1

DISCRIMINATION 0 0 0 0

0 0

0 0

0 0

0 0

0 0

3 3

0 0

1 1

0 0

0 0

FARES

REFUNDS

BAGGAGE

1 4 6 11

2 3 10 15

0 0

0 0

0 0

1 1

ANIMALS

OTHER TOTAL

0 0 0 0

0 0 0 0

5 12 23 40

0 0

0 0

2 2

2 2

0 0

0 0

4 4

12 12

* COMPANIES ARE LISTED INDIVIDUALLY IF DOT RECEIVED FIVE (5) OR MORE COMPLAINTS AGAINST THEM DURING THE REPORTING PERIOD. COMPLAINTS AGAINST COMPANIES ACCOUNTING FOR FEWER COMPLAINTS THAN THAT ARE INCLUDED UNDER 'OTHER FOREIGN AIRLINES,' 'OTHER TOUR OPERATORS,' ETC. ** A DETAILED EXPLANATION OF THE COMPLAINT CATEGORIES FOLLOWS THIS SECTION.

43 AIR TRAVEL CONSUMER REPORT

TABLE 6

CONSUMER COMPLAINTS: RANKINGS/U.S. AIRLINES*

JANUARY 2018 RANK

AIRLINE

JANUARY 2017

COMPLAINTS

SYSTEMWIDE ENPLANEMENTS

COMPLAINTS PER 100,000 ENPLANEMENTS

COMPLAINTS

SYSTEMWIDE ENPLANEMENTS

COMPLAINTS PER 100,000 ENPLANEMENTS

1

EXPRESSJET AIRLINES

1

828,487

0.12

8

1,460,155

0.55

2

ALASKA AIRLINES

5

1,955,862

0.26

11

1,914,809

0.57

3

REPUBLIC AIRLINE

4

1,324,290

0.30

**

**

**

4

SOUTHWEST AIRLINES

46

12,001,435

0.38

87

11,330,508

0.77

5

SKYWEST AIRLINES

16

2,845,803

0.56

11

2,394,009

0.46

6

PSA AIRLINES

6

1,016,279

0.59

**

**

**

7

DELTA AIR LINES

98

10,528,102

0.93

79

10,459,705

0.76

8

ENDEAVOR AIR

8

816,485

0.98

**

**

**

9

HAWAIIAN AIRLINES

10

953,059

1.05

7

914,565

0.77

10

MESA AIRLINES

11

1,022,310

1.08

**

**

**

11

ENVOY AIR

12

1,003,062

1.20

**

**

**

12

AMERICAN AIRLINES

144

11,264,828

1.28

228

11,066,648

2.06

13

VIRGIN AMERICA

9

641,877

1.40

19

607,436

3.13

14

JETBLUE AIRWAYS

47

3,162,990

1.49

39

3,287,398

1.19

15

UNITED AIRLINES

119

7,870,108

1.51

175

7,708,081

2.27

16

ALLEGIANT AIR

24

943,638

2.54

**

**

**

17

FRONTIER AIRLINES

38

1,491,456

2.55

96

1,219,665

7.87

18

SPIRIT AIRLINES

60

1,987,834

3.02

93

1,767,129

5.26

TOTAL

658

61,657,905

1.07

853

54,130,108

1.58

Note: For simplicity, statistics are displayed to two decimal places. Actual ranking order is based on our computer carrying out the number of decimal places to nine. * All U.S. airlines with at least 0.5 percent of total domestic scheduled - service passenger revenues, as determined by DOT's Bureau of Transportation Statistics, plus other carriers that report flight delay and mishandled baggage data voluntarily. The carriers that are ranked in this table are the same carriers that are ranked in the "Flight Delays," section of this report. ** Airline was not a ranked carrier in 2017.

44

AIR TRAVEL CONSUMER REPORT

Civil Rights Complaints by Air Travelers (Other Than Disability) for January 2018 This table includes complaints to the U.S. Department of Transportation’s Aviation Consumer Protection Division* that allege discrimination in air travel based on race, ancestry/ethnicity, national origin, color, religion and sex**. All complaints alleging discrimination are investigated to determine if there has been a violation(s) of the passenger’s civil rights.

Race American Delta Endeavor Mesa Republic Southwest Spirit TOTAL

Ancestry/ Ethnicity

National Origin

Color

Religion

Sex

Other

1 1 1 1 1 1 6

1 1

*To file an airline civil rights complaint: https://www.transportation.gov/airconsumer **One complaint may raise multiple grounds for discrimination. The Aviation Consumer Protection Division categorizes each complaint based on the primary ground of the alleged discrimination.

45

COMPLAINT CATEGORIES Flight Problems: Cancellations, delays, or any other deviations from schedule, whether planned or unplanned. Oversales: All bumping problems, whether or not the airline complied with DOT oversales regulations. Reservations, Ticketing, Boarding: Airline or travel agent mistakes made in reservations and ticketing; problems in making reservations and obtaining tickets due to busy telephone lines or waiting in line, or delays in mailing tickets; problems boarding the aircraft (except oversales). Fares: Incorrect or incomplete information about fares, discount fare conditions and availability, overcharges, fare increases and level of fares in general. Refunds: Problems in obtaining refunds for unused or lost tickets, fare adjustments, or bankruptcies. Baggage: Claims for lost, damaged or delayed baggage, charges for excess baggage, carry-on problems, and difficulties with airline claims procedures. Customer Service: Rude or unhelpful employees, inadequate meals or cabin service, treatment of delayed passengers. Disability: Civil rights complaints by air travelers with disabilities. Advertising: Advertising that is unfair, misleading or offensive to consumers. Discrimination: Civil rights complaints by air travelers (other than disability); for example, complaints based on race, national origin, religion, etc. Animals: Loss, injury or death of an animal during air transport provided by an air carrier. Other: Frequent flyer, smoking, tours credit, cargo problems, security, airport facilities, claims for bodily injury, and others not classified above.

46

AIR TRAVEL CONSUMER REPORT

January 2018 Airline Reports to DOT of Incidents Involving the Loss, Injury or Death of Animals During Air Transportation 14 CFR Part 235 of DOT regulations require U.S. carriers that operate at least one aircraft that has a designed seating capacity of 60 or more seats to report to DOT on any incidents involving the loss, injury or death of an animal in its scheduled domestic or international passenger transportation. An "animal" for this purpose is (1) any animal which at the time of the transportation was being kept as a pet in a family household in the United States or (2) any dog or cat which was shipped as part of a commercial shipment on a scheduled passenger flight, including shipments by trainers and breeders. An airline is required to submit a report for any month in which it experienced such a loss, injury or death during air transportation. DOT publishes these reports monthly and also forwards the reports to the U.S. Department of Agriculture, which enforces the Animal Welfare Act. The copies of the reports that appear on this website are redacted to remove identifying information about individuals, including the owner of the animal. A statistical summary of the reports appears in the table below. To see the redacted version of the actual reports filed by these airlines, click the airline's name.

Carrier

Death

Injury NONE

Loss

47

Customer Service Reports to the U.S. Department of Homeland Security for the Month of January 2018 as provided by the Transportation Security Administrationa The Transportation Security Administration (TSA) screened approximately 57 million airline passengers and their 46 million checked bags in the month of January as part of its efforts to secure the homeland. Since its formation, TSA has maintained a strong focus on customer service and began collecting customer service data voluntarily to improve security operations. TSA values all input and encourages passengers to contact the agency if they believe that the level of service provided does not meet their expectations b. Below is a summary of contacts with TSA either by e-mail, or telephone for the month of January. Note: Comparing the numbers below with the number of passenger complaints about airlines (found in this report) is not appropriate. Complaints about airlines tabulated in this report represent a more limited group, namely, those who take the extra step of contacting the U.S. Department of Transportation to complain about an airline. Airlines themselves receive thousands of complaints and inquiries directly from passengers that are not recorded in this report. TSA no longer reports claims data, as the number of claims received does not reflect the incidents for that month. However, the personal property data below includes complaints of mishandling of a passenger’s property in carry-on luggage.

Courtesyc Number of Percentage of Complaints Flying Publicc 795 .001

Screening Procedures Number of Percentage of Complaints Flying Public 37 .00006

Processing Time Number of Percentage of Complaints Flying Public 102 .0001

Personal Property Number of Percentage of Complaints Flying Public 534 .0009

NOTES a Under Section 421(a) of Vision 100--Century of Aviation Reauthorization Act, Public Law 108-176 (December 12, 2003), 49 U.S.C. 329(e), the U.S. Department of Homeland Security, through TSA, has provided this customer service report on passenger and baggage screening complaints and incidents to the U.S. Department of Transportation. b The

TSA Contact Center can be reached via e-mail, [email protected], or telephone, (866) 289-9673. Contact Center representatives are available from 8:00AM to 11:00PM EST Monday through Friday. Weekends and holidays 9:00AM to 8:00PM. c

The percentage is based on the number of reports divided by the number of passengers or number of bags screened by TSA in the month of January.

As of February 2007, TSA calculates the number of checked bags screened. In the past, TSA used data provided by the Air Transport Association to calculate the number of checked bags screened.